Customer support etiquette: what to do and what not to do

When looking for ways to improve their customer support, many companies focus primarily on new tools and technology. These certainly have the potential to make a positive impact.

But, when it comes down to it, even the best support platform won’t be able to offer top-notch customer service on its own. Ultimately, it’s a tool your agents will use to do their jobs more efficiently.

This means that your team is the core of your ability to serve customers, and the ways they handle inquiries can make or break the support experience.

That’s why in this post, we’ve compiled a list of do’s and don’ts your team can use to make sure your customers are getting the level of support they deserve.

Do:

1. Listen to your customers

As many people who’ve worked in customer support will tell you, a large portion of the inquiries that come into a team’s queue each day center on the same few questions.

But that doesn’t mean it’s safe to assume that you know the appropriate solution to a ticket as soon as it appears.

Instead, give each customer the chance to fully explain their issue, so that you can be confident that the resolution you provide is the right one for their needs.

2. Exercise empathy

Expressing empathy is an important part of a support agent’s role. Putting yourself in a customer’s shoes not only helps you better understand their issue, but can also enable you to identify underlying issues the customer may not vocalize.

This way, you can have more humane interactions and show the customer that you’re on their side. Even if you’re unable to deliver the exact resolution they want, they’ll know that it’s not for lack of trying.

3. Be honest

Customer service teams sometimes have to be the bearer of bad news. Telling a customer that you can’t offer a refund, promise a specific delivery date, or help them find an out-of-stock item isn’t fun, but these tasks are often just part of the job.

When there’s bad news to deliver, honesty is always the best policy. Be straightforward with the customer and, if necessary, explain why you’re unable to offer the resolution they want.

Even if they’re disappointed initially, most customers will appreciate the honesty.

4. Accept responsibility

Everyone makes mistakes, and when those mistakes happen in business settings, customers expect companies to take responsibility.

As a support agent, this can be tough. After all, the majority of the mistakes that impact your customers have nothing to do with you.

But, whether the issue was a warehouse mix-up, a website glitch, or a billing error, it’s your job to apologize on behalf of the company. Acknowledge the error and empathize with the customer’s frustration — then take steps towards finding an appropriate resolution.

5. Consult other employees to find solutions

No one has all of the answers to customer questions. But, when you’re working as a team, there’s a strong chance that someone has the information you need to assist a customer.

While there are certainly multiple ways to approach complex problems, there’s no need to re-invent the wheel every time.

So, if you come across an issue for the first time and know that another agent has handled a similar one in the past, don’t be too proud to consult them for advice.

Using other people’s experience and insight can often help you get to a solution and resolve customer issues more quickly and efficiently than you’d be able to on your own.

6. Show respect

As someone who works has extensive experience with all facets of your company, products, and services, the answers to some of the inquiries you receive might seem obvious.

This should never come across in your interactions with customers. Approach every question and issue with the understanding that a person needs your help and treat them with the respect they deserve as customers.

7. Express gratitude

No company can exist without a customer base, and it’s important to keep this in mind during every interaction.

The reality of customer service is that it can sometimes be frustrating. But, when it comes down to it, every customer plays a role in your company’s success.

Today’s consumers have plenty of options. So, when they choose your business, it’s essential to let them know that they’re appreciated. Expressing gratitude only takes a few seconds, but can go a long way in establishing long-term customer relationships.

8. Go above and beyond

Most support teams have extensive resources with appropriate resolutions for common customer needs. But, that doesn’t mean you always have to stick with these standard responses.

While they’re enough to satisfy a customer, these handbook resolutions are unlikely to make a lasting impression. And that’s okay.

But, if you see an opportunity to go above and beyond for a customer, take it. Even relatively simple gestures, that only take a few extra seconds, can be all it takes to make someone’s day.

9. Ask for feedback

The best customer service teams are those that continually strive for improvement. The best way to determine how to improve is to ask your customers.

This means it’s in your best interest to make feedback an integral part of your support approach. Send follow-up emails after every customer interaction asking the customer to rate their experience, and use the insights you gain to work towards a better customer experience.

10. Look for opportunities to upsell

Because support agents interact with customers more frequently than most employees, they have more opportunities to pitch upsells and cross-sells.

That being said, it’s important to recognize that not every customer interaction is an appropriate opportunity.

Determine how to identify when someone could benefit from upgrading to a higher tier or service or purchasing another product, and make sure to tailor each of your pitches to individual customer’s needs and goals.

Don’t:

1. Make promises you can’t keep

When a customer requests a specific resolution, it can be tempting to tell them you’ll do exactly what they want. After all, this is the answer they’re looking for.

But making promises you’re not 100% sure you can keep, is a recipe for disaster. Going back on your word is more frustrating for customers than hearing a “no” from the start.

Instead, it’s best to always be honest, right from the start — even if it occasionally means being the bearer of bad news.

2. Blame the customer

Some of the issues that customers bring to support teams may appear to be the result of their own mistakes. But, it’s never a good idea to point this out or blame them for the problem they’re facing.

Even if you’re right, this will only further frustrate the customer. In some cases, it may even make them want to stop doing business with you. Instead, exercise empathy and recognize that they need help — then do what you can to provide it.

3. Shift blame onto other employees

Some of the inquiries you’re tasked with may be the result of other employee’s mistake. But there’s no need to point this out to the customer.

Telling a customer that someone else is responsible for their frustration will do nothing to eliminate that frustration. All it really does is show them that you’re unwilling to be held accountable.

Skip past the blame, and focus on offering a resolution. Even if you’re not the one that caused a problem, you can certainly be the one to fix it — which is ultimately more important in the customer’s eyes.

4. Be impersonal

If your support team manages a busy queue of tickets, it can be tempting to get through each of them as quickly as possible. While efficiency is certainly a worthwhile goal, it’s important to still treat each customer with the attention and respect they deserve.

When you rush through interactions for the sake of time, you risk making your customers feel like mere numbers in your queue. Take the time to listen to their needs, address them by name, and offer the kind of personalized support they’re looking for.

Even if this means arriving at a resolution a few seconds later, they’ll likely be more satisfied with their overall experience.

5. Forget to follow up

Not every customer inquiry can be resolved in a single interaction. And that’s okay! But it’s your responsibility to follow up with customers and make sure they’ve received the assistance they need.

Failing to do so can damage trust, along with their overall satisfaction with your brand. Plus, with the right tools, you can send follow up emails within a matter of seconds — and those seconds are more than worth the effort.

Conclusion

Support agents are the heart of every company’s customer service strategy. They’re responsible for engaging with your customers, providing the assistance those customers need, and making sure that they’re satisfied with their experience.

Accomplishing these goals is much easier when your agents use standard customer support etiquette — and our intention is that the do’s and don’ts on this page can serve as a resource for the basics.