Who is a Customer Support Agent?
Customer Support Superpowers

Flashcard
•
Life Skills
•
Professional Development
•
Easy
Ivanna Trubetskaya
Used 1+ times
FREE Resource
Student preview

9 questions
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1.
FLASHCARD QUESTION
Front
Back
As a Customer Support Agent, you are the frontline helper for our customers. You assist them when they face issues, answer their questions, and guide them through problems — all while showing understanding and patience.
Your role is to make their experience smooth and positive, even when things aren’t going perfectly.
2.
FLASHCARD QUESTION
Front
What kinds of requests will you handle?
Back
You’ll receive messages from customers about:
Account issues: Trouble logging in or accessing their plans
Subscriptions: Questions about purchases, cancellations, or refunds
Payments: Problems with charges, failed payments, or refunds
Technical issues: When the app or service doesn’t work as expected
Product info: Customers curious about features or plans
Feedback: Complaints or compliments that help us improve
3.
FLASHCARD QUESTION
Front
Customers may express frustration or anger when things don’t work as expected or when they feel misunderstood.
Back
4.
FLASHCARD QUESTION
Front
Customers may feel disappointed due to unmet expectations or difficulties. They may sound down or worried.
Back
5.
FLASHCARD QUESTION
Front
Customers might sound urgent or desperate when they need a quick solution, often because of time-sensitive issues.
Back
6.
FLASHCARD QUESTION
Front
Customers who are satisfied or grateful, often sharing praise or appreciation.
Back
7.
FLASHCARD QUESTION
Front
Customers who may not fully understand the product, process, or next steps. They might ask many questions or express uncertainty.
Back
8.
FLASHCARD QUESTION
Front
Why do customers show strong emotions?
Back
Customers often feel frustrated, sad, desperate, or even happy when contacting support. This is totally normal because:
They come to us when something isn’t working right or when they need urgent help
They’re worried about their money, access, or important deadlines
Sometimes they’re just relieved or grateful when things get fixed
As a CSR, it’s important to recognize these emotions are not personal attacks — they’re natural reactions to the situation. Your empathy and calm attitude can help calm them and guide them to a solution.
9.
FLASHCARD QUESTION
Front
How should you act when customers are emotional?
Back
Listen carefully and acknowledge their feelings
Show empathy by putting yourself in their shoes
Stay patient and professional even if they are upset
Communicate clearly and offer helpful next steps
Encourage open communication and invite them to share more if needed
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