Customer Support Superpowers

Customer Support Superpowers

Assessment

Flashcard

Life Skills

Professional Development

Easy

Created by

Ivanna Trubetskaya

Used 1+ times

FREE Resource

Student preview

quiz-placeholder

9 questions

Show all answers

1.

FLASHCARD QUESTION

Front

Who is a Customer Support Agent?

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

Media Image

4.

FLASHCARD QUESTION

Front

Customers may feel disappointed due to unmet expectations or difficulties. They may sound down or worried.

Back

Media Image

5.

FLASHCARD QUESTION

Front

Customers might sound urgent or desperate when they need a quick solution, often because of time-sensitive issues.

Back

Media Image

6.

FLASHCARD QUESTION

Front

Customers who are satisfied or grateful, often sharing praise or appreciation.

Back

Media Image

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

Media Image

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