I understand "customer support" to mean the role you assume and not that you are talking to an external entity called "customer support". My team operates IT se

I understand "customer support" to mean the role you assume and not that you are talking to an external entity called "customer support". My team operates IT services (think Linux boxes and middleware) for companies. Requests necessarily come in through a ticketing system. That takes away the emotions which would surface in a phone call. Customers think twice before they write something nasty down. But then there are burning topics, escalations, issues that aren't fixed to the customer's satisfaction which is often due to misaligned expectations from their side. My team can always escalate an issue out of their working level into mine, so an angry customer stops being a problem for them and becomes a problem for me. That doesn't help your case, just saying. I advise junior colleagues to never commit to an action in a conversation with a customer: take notes, write down action points and promise to follow up. This removes immediate stress and allows them to figure out their strategy.