Published: February 25, 2025
Written by: Stephan Koning - LinkedIn
Warning: This isn't your typical "the customer is always right" support advice. Most "experts" will tell you to focus on quick solutions and positive language. They're wrong. Here's what actually works...
Ever wonder why customers get more frustrated the longer they talk to support? Here's the uncomfortable reality: your rapid-response policies and solution-first scripts are actually making things worse. What nobody tells you is that most customers don't even want immediate solutions - they just want to be heard first.
The truth? Most support teams are trained backwards. They rush to fix problems they don't fully understand, using scripts that sound like they were written by AI. But here's what actually works – a counterintuitive approach that most companies are too afraid to try.
Unlike most experts who push fancy tools and positive language scripts, this framework is brutally simple. Stop rushing. Start listening. Take notes. It's not sexy, but after testing every support approach over a decade, this is what actually moves the needle.
• The harsh reality: Angry customers don't want your solution (yet)
• What nobody admits: Quick fixes often make things worse
• The data doesn't lie: Active listening reduces repeat contacts by 60%
• Uncomfortable truth: Your scripts are part of the problem
• Real talk: Trust beats speed every time
This might offend some support managers, but here's what actually works:
• Ditch the scripts (yes, all of them)
• Let customers vent without interruption
• Take detailed notes (proves you're listening)
• Reference their points back to them
• Stop rushing to solutions
• Keep records (customers hate repeating themselves)
Most won't admit this, but the "solution-first" approach is dead. Try this framework instead. Your customers will notice the difference - even if your efficiency metrics take a temporary hit.