The most difficult customer support challenges

Customer support is vital across most businesses and sectors. And while it’s often a case of things running smoothly, there will be times when challenges arise, and customer support/contact centre agents must deal with them head-on. And some of these challenges happen more frequently than others.

Angry Customers

The first challenge on the list is arguably the most obvious one, and that’s angry customers. Customers can be irate for many reasons, but the task of the customer support agent is always to resolve the issue to ensure everyone ends up happy. While it may be challenging to deal with an angry customer at first, when they begin to realise that the agent has the solution and can help their situation, their anger levels will drop. So, it’s about staying calm and staying focused on the task at hand and showing empathy and also confidence.

A Customer Wants A Discount

The discount topic is an interesting one, as it’s fair to suggest that everyone wants to pay a bit less or get a bit more bang for their buck. It’s natural. So, customer support agents will get a lot of requests from those who may just be chancing their arm and seeing if they can get something for nothing or for cheaper. Online Slot Machines is the typical example of a licensed operator that ensures their players are well looked after in this regard, with the operator wanting to provide punters with a real bang for their buck.

There’s A Service Issue or Outage

One thing that you can be sure of as a customer support agent is that from time to time, there will be service issues or outages that you can do nothing about. These things happen, especially where the online world is concerned. So with that in mind, it’s always best for there to be a crisis strategy or plan to go to. Support will see questions asked of it, so there must be effective communication with real-time updates provided, apologies, and potentially compensation provided, of course.

Questions You Can’t Answer

Believe it or not, sometimes there will be questions that a customer support worker simply doesn’t have the answer to. And this can be frustrating for everyone. However, it’s always best to direct the customer in the right direction instead of wasting time attempting to find a solution and knowing that others will be waiting for assistance. So, it could be escalating the matter to someone higher up the food chain who will have the answer or providing another way for the customer to reach out so the issue can be looked into further in the hope of finding a resolution.

Customer support is a demanding role to be in, as there will always be challenges to overcome. The key is always to be as effective and efficient as possible, using the tools provided to bring for a solution as quickly as possible. That way, everyone will be happy with the end result.

Source: Contact Centres