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> You need to develop a polite but curt tone of voice for customer support If this makes you uneasy, it can be easier if you sign initial support replies under

> You need to develop a polite but curt tone of voice for customer support If this makes you uneasy, it can be easier if you sign initial support replies under another name. Hey, this is John, I'll be happy to help you with that. <Blah blah blah.> Let me know if that helps. --John

whatshisface 2y ago
"I'm escalating you to tier seven..."
Terr_ 2y ago
Or in some cases, be "Ed Chambers" from Silicon Valley. https://m.youtube.com/watch?v=y-CA2EW4Z_U https://m.youtube.com/watch?v=y-CA2EW4Z_U
eps 2y ago
- Hey, this is John, I'll be happy to help you with that. + Hello Xxx, No need to fake being happy (or sorry). Just provide an actual answer.
- myfavoritedog 2y ago
  [dead]
- amerkhalid 2y ago
  Recently, I canceled a subscription for a newspaper, they make you go through chat to cancel. The agent was so nice that it was annoying. I don’t mind waiting in silence, but when they keep asking about weather, vacation plans, etc, I find it hard to not respond. This might part retention technique though.
  - vonunov 2y ago
    Outsourced call centers obsessing over dumb metrics like "dead air" and "hold time". They think you are gratified by obsequious groveling and fawning reassurance. There is always some guy in management who gives pep talks about improving outcomes by avoiding words like "can't" or "impossible". He demands improvement to an already satisfactory situation, and so they scramble to out-customer-service themselves.
- philsnow 2y ago
  It’s not necessarily fake. I do like helping people.
- throwaway2037 2y ago
  Is this very specific to the culture? In many cultures, there are standard written greetings that always appear at the start of a letter or even email response.
lolinder 2y ago
I worked at a tiny startup with a single customer support plus sales person—she had an array of fake names that she'd use for different purposes (billing, sales, tech support, etc) to try to simulate a larger org. She actually kept them all straight and apparently it worked.

whatshisface 2y ago

"I'm escalating you to tier seven..."

Terr_ 2y ago

Or in some cases, be "Ed Chambers" from Silicon Valley. https://m.youtube.com/watch?v=y-CA2EW4Z_U https://m.youtube.com/watch?v=y-CA2EW4Z_U

eps 2y ago

- Hey, this is John, I'll be happy to help you with that. + Hello Xxx, No need to fake being happy (or sorry). Just provide an actual answer.

myfavoritedog 2y ago
[dead]
amerkhalid 2y ago
Recently, I canceled a subscription for a newspaper, they make you go through chat to cancel. The agent was so nice that it was annoying. I don’t mind waiting in silence, but when they keep asking about weather, vacation plans, etc, I find it hard to not respond. This might part retention technique though.
- vonunov 2y ago
  Outsourced call centers obsessing over dumb metrics like "dead air" and "hold time". They think you are gratified by obsequious groveling and fawning reassurance. There is always some guy in management who gives pep talks about improving outcomes by avoiding words like "can't" or "impossible". He demands improvement to an already satisfactory situation, and so they scramble to out-customer-service themselves.
philsnow 2y ago
It’s not necessarily fake. I do like helping people.
throwaway2037 2y ago
Is this very specific to the culture? In many cultures, there are standard written greetings that always appear at the start of a letter or even email response.

lolinder 2y ago

I worked at a tiny startup with a single customer support plus sales person—she had an array of fake names that she'd use for different purposes (billing, sales, tech support, etc) to try to simulate a larger org. She actually kept them all straight and apparently it worked.