The most important part of customer support is maintaining positive relationships with your customers. It’s much easier to keep an existing customer than it is to make a new one. You always want to be helpful, professional, and respectful.
Carefully listen to the customer and ask questions if you don’t understand their issue. By listening carefully, you can understand exactly what your customer needs from you. Addressing the correct issue saves everyone’s time and effort.
In stressful situations when the customer is angry or disappointed, it’s in your best interest to continue being helpful and professional. Focus on resolving their issue as best as you can to maintain a positive relationship.
Finally, don’t forget to thank customers for their business. As developers, we depend on them and should express our gratitude for their business whenever we can.