When dealing with a customer and trying to be able to fix the problem they are having, a support specialist must be able to listen, communicate (verbally and non-verbally), and have the ability or know how to fix the problem. When listening to the customer, take notes so that you do not miss anything. This will allow for the customer to vent and express their problem. Sometimes the customer is mad and just needs to let off some steam, and the support person is the person that has to hear it. Let them get it out and the conversation will go much more smoothly.
Communicate to the customer what you will do and how you will do it. Spell it out for them, this will make them feel like they are part of the process and you are doing everything you can for them. When not speaking to the customer, communicate non-verbally so they know that you have their undivided attention. The customer will stay calmer if they know you are taking in everything they are saying.
When there has to be some type of compromise, the customer’s needs are first. As a support specialist, we have to remember that we are there to help and not hurt our customers. We want them to continue to come back to the company for all their needs. Once a support specialist can understand that making the customer happy is their objective, then the compromise for an issue is easily obtained.