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Customer Support Confidential, Part Two:
Know your Enemy (Page 1/3)
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Now that you understand the basics of what you’ll be dealing with as a customer support representative here at A MAJOR CASUAL GAMES PORTAL, it’s time to get a better idea of whom you’ll be dealing with. In the interest of saving your faith in humanity, you need to remember that you are often coming into contact with these people at their worst. They’ve spent hours trying to get a game working on a computer they are simultaneously ignorant of and frightened by. They are frustrated and tired. That said, some of them are just mean and stupid. MoodsThere are three basic moods that customers tend to fall into. They are:
The thing to remember is that there is almost always a gap in between their request for help, and your reply. Friendly can easily turn to Angry. Surprisingly, Angry is often Friendly by the time you get back to someone.
Angry: The angry customer comes in two major flavors, angry with you, and angry with everything. Angry with you is preferable. At least you are able to make some attempt to rectify things, and placate this customer. An angry with everything customer is just trying to find someone they can unload on, and it doesn’t matter what, if anything, is wrong with their game. Here is a rough transcript of how a phone call with an angry with everything customer might go. You: Hello, A MAJOR CASUAL GAMES PORTAL, this is YOUR NAME. Customer: Finally someone answers the phone. Customer: Yeah, you guys… I ordered GAME WE DON’T CARRY from you guys, and now everything’s, I had a virus. So it’s all, I need a new one. You: I’m sorry, we don’t carry that game, did you purchase it elsewhere? Customer: No, it’s from you. You: I’m afraid it isn’t, we don’t carry it.
Customer: Well I bought it from you. You: Do you have a receipt? Customer: Yeah, I have this credit card. You: Excuse me? You: What’s the last name on the order. Customer: XXXXXXX You: I’ve got an order, but it was refunded nearly three years ago. Customer: No. You: Yes, I do. I’ve got a copy of the emails you sent. It looks like they offered you help, but you demanded a refund. Customer: I want my game. You: You don’t have one, you’ve placed one order, and you were given a refund. You haven’t actually bought anything from us. Customer: Let me speak to your manager. At this point, the correct response is to put the customer on hold until she hangs up. She has never, it appears, given the company any money. It’s not worth it. This is the minority though. Most customers are so excited that you’ve replied that they almost immediately switch to... (Page 1/3)
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