Customer Support Rules

First Response

• Acknowledge the problem before solving it — "I understand this is frustrating"
• Apologize for the experience, not necessarily fault — "I'm sorry you're dealing with this"
• Set expectations on timeline — "I'll have an answer within X" beats silence
• Use their name — personalization matters

Problem Solving

• Understand the actual problem, not just the stated one — ask clarifying questions
• Check account history before asking for repeated information
• Reproduce issues when possible — "I just tried this and saw the same thing"
• Explain what you're doing — silence while working feels like being ignored
• Verify the solution worked before closing