Customer service people are the last most of us want to deal with because every time there is interaction, it’s because something’s not right, or something’s not working or it’s confusing.

That is the challenge for customer service people – turning dissatisfied users into happy users in the best way and as quickly as possible.

Here are five tips to help you get better care.

1. The telephone and chat are not always the best options

Sometimes you need an instant response when something is not right. But in most cases, an email with concrete information about what is happening is the most effective.

You will not waste a lot of time trying to explain what is going on, and if the information is in the email, you will get the right answer with details of what you need to do.

In many cases, the phone can be a download when something is not right, but by email it is easier to analyse how to help you.

2. Use screenshots and links

3. ‘It doesn’t work’ is of no help to them

Everyone who works in support has received an email similar to this. “Hi. Registration’s not working.”

Obviously, there is something wrong, but information is needed in order to find the solution. Always think about writing based on these four points:

• What’s going on? Explain in detail what is happening to you, what part of the platform you are on, and what you are trying to do.
• How does it happen? Explain the steps you take to make this happen.
• Is it urgent? Tell them how urgent it is for you, how it affects you and what you need. Maybe they can find an alternative solution or they can solve your need in another way if they know what you want.
• Images and links: Remember, screenshots are great. But also links to your profile, to a project or to the page where you are having the problem.

4. GIFS and emojis are good

Customer service people are human too, and they enjoy it when users make them laugh or tell them personally how happy they are with their help.

They work for that sense of gratitude from you, they want to help users and like to do it. They understand because they are also users of other services and they know how difficult it is when they are not given a solution.

It is for that reason, and because they really want everyone to have a good experience, that they work giving support.

And the truth is, they feel really good when they get feedback for their attention.

It is always read by someone on the team and they often share it with each other. They also like to have their names mentioned. And if it is accompanied with a good GIF (especially for pets), even better!

5. The work starts on the platform and the Help Centre

Customer service tries every day to give you the tools you need so you do not have to contact them.

Remember that on the same platform there are texts and question marks (?) with a lot of valuable information about how something works.

Also, in the Help Centre you can find a lot of information about how the platform works or how to solve certain recurring problems.

Many times, you can solve a problem faster by using one of the articles or by reading the ads on the platform.

But the most important thing to remember is that the customer service team are real people. They are not robots.

They may be behind a screen, but they are people and, as such, they make mistakes sometimes. They also get angry and they laugh.

Every day they try to give their best and be able to help you. When you have a problem, do not hesitate to write. They only ask for a good emoji and a little patience.

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