Here are **25 communication best practices from technical support**, covering phone, chat, email, and ticket-based support. These focus on clarity, problem-solving, patience, and customer confidence. --- ### **1. Greet professionally and clearly** Start with your name and department. Set the tone. **Example:** “Thanks for contacting Tech Support. This is Kevin. How can I help?” --- ### **2. Confirm identity and issue right away** Avoid jumping into troubleshooting without confirming the problem. **Tip:** Restate the issue to make sure you’re on the same page. --- ### **3. Use calm, confident language** People call tech support when they’re frustrated. Your voice or tone should be steady. **Tip:** Avoid sounding unsure. Say “Let’s take a look” instead of “I think…” --- ### **4. Avoid jargon unless they understand it** Simplify your explanation unless the customer shows technical fluency. **Tip:** Use analogies if needed. “Think of the cache like a clipboard…” --- ### **5. Walk them through step-by-step** Don’t rush or skip steps, even if it feels basic. **Tip:** Pause after each instruction and wait for confirmation before continuing. --- ### **6. Avoid blame** Even if they caused the issue, don’t make them feel stupid. **Tip:** Say “Let’s see what’s going on” instead of “You must have clicked the wrong thing.” --- ### **7. Ask for permission before remote access or making changes** Build trust by involving them in the process. **Tip:** “Can I take control of your screen now?” or “May I restart the system?” --- ### **8. Always repeat what you’re doing** Keep them in the loop. This eases anxiety and builds confidence. **Tip:** “Right now I’m checking your connection logs.” --- ### **9. Ask clarifying questions** Don’t assume. One detail can change the solution. **Tip:** “What exactly did you click before that happened?” or “Is this the first time it happened?” --- ### **10. Confirm each step worked before moving on** Don’t rush to the next fix. **Tip:** “Did that solve the error? Or is it still showing up?” --- ### **11. Let silence work for you** When they’re doing something on their end, don’t talk over them. **Tip:** Say “Take your time. I’m right here.” --- ### **12. Be honest about delays** If something’s taking a while, explain the reason. **Tip:** “This update takes about 3–5 minutes. I’ll stay on while it installs.” --- ### **13. Always offer a workaround if available** Even if you can’t fix it fully yet, offer alternatives. **Tip:** “While we’re waiting for a fix, you can do this instead…” --- ### **14. Acknowledge frustration** Let them vent a bit before jumping in. **Tip:** “I understand that this is frustrating. Let’s see what we can do.” --- ### **15. Speak in short sentences** Easier to follow, especially for confused or overwhelmed users. **Tip:** Avoid long-winded explanations. Break it down. --- ### **16. Use visual aids or links if helpful** Send screenshots, articles, or short videos when applicable. **Tip:** “Here’s a step-by-step guide I’ll send to your email.” --- ### **17. Document everything** For handoffs or callbacks, leave clear notes. **Tip:** Include issue, attempted solutions, client version/system, and next steps. --- ### **18. Summarize at the end** Confirm what was done and what to expect. **Tip:** “We cleared the cache, reset the app, and now it’s working. I’ve sent a recap via email.” --- ### **19. Set realistic expectations** If a fix will take time or needs escalation, be transparent. **Tip:** “This issue needs Level 2. They’ll reach out in 24–48 hours.” --- ### **20. Stay composed under pressure** Even when yelled at, your job is to stay calm. **Tip:** Use slow, even speech and don’t take it personally. --- ### **21. Never make promises you can’t keep** Don’t guarantee success unless you’re sure. **Tip:** Say “We’ll do everything we can” instead of “It’ll be fixed today.” --- ### **22. Follow up when needed** If it’s unresolved, don’t leave them hanging. **Tip:** “I’ll check in tomorrow to see if the issue is resolved.” --- ### **23. Escalate when appropriate** Don’t waste time troubleshooting what someone else should handle. **Tip:** “This is out of scope for front-line support. Let me get this to our advanced team.” --- ### **24. Respect their time** If you need to check something, give an ETA. **Tip:** “I’ll be about 3 minutes pulling those logs.” --- ### **25. End with confirmation and appreciation** Make sure they’re okay before hanging up. **Tip:** “Is there anything else I can help you with today? Thank you for your patience.” --- Want this adapted to phone support, live chat, or ticket/email communication styles?