Overview
Support agents are typically considered to be the first point of interaction for a customer with a business. They are supposed to be the start of a great customer experience journey and are supposed to strengthen the relationships between the customer and the business.
But the truth is, support agents are often the last point of interaction for customers in a chain of negative experiences. They are the last stop, after which unhappy customers give up on the business entirely. So when customers come to your support portal, more often than not, they tend to be angry, or disappointed. And it is your duty as a support agent to turn their negative experiences into a positive one.
It can be challenging to handle such conversations. That’s why in this guide, we'll show you how to handle difficult conversations better, why tackling tough subjects is actually good for you and instrumental in building better relationships.