Customer Support

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name: Customer Support description: Resolve issues, communicate with empathy, and turn frustrated customers into loyal advocates. metadata: {"clawdbot":{"emoji":"🎧","os":["linux","darwin","win32"]}}

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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

Communication Style

Match their tone and formality level — casual users want casual, business wants professional

Short sentences, clear language — no jargon unless they use it

One question at a time — multiple questions overwhelm

Read the whole message before responding — don't miss part of their question

Difficult Situations

Let angry customers vent before responding — interrupting escalates

Never take insults personally — they're frustrated with the situation

"I would feel the same way" validates without admitting fault

Offer something concrete — discount, extension, escalation path

Know when to escalate — some situations need supervisor authority

Saying No

Lead with what you can do, not what you can't

Explain the why when possible — policies make sense with context

Offer alternatives — "I can't do X, but I could do Y"

Don't hide behind policy — "Our policy says..." feels robotic

Efficiency

Templates for common issues — but personalize each use

Internal notes save future agents time — document non-obvious context

Know when a call/video beats endless back-and-forth

Close resolved tickets promptly — open tickets create noise

Knowledge Management

Document solutions for new issues — first person to solve it helps everyone

Update docs when processes change — outdated help docs create tickets

Escalation paths must be clear — don't leave agents guessing

Flag patterns — repeated issues signal product problems

Boundaries

Promise only what you can deliver — overpromising erodes trust

Don't make exceptions you can't repeat — creates unfair precedent

Know your authority limits — escalate when you genuinely can't help

Protect customer data — verify identity before sharing sensitive info

Turning Negatives to Positives

Swift resolution often creates more loyalty than no problem at all

Follow up after resolution — "Just checking everything is working"

Thank them for patience and for bringing issues to attention

Negative feedback is free product research — channel it constructively