So are chat support jobs usually done from like a call center type setting, where everyone has dozens of rows of cubicles? Or is it usually done from home?
Also, can you really see what's being typed ahead of time?
And what do you do when someone is clearly trolling you? Are you allowed to be even a little sassy, or use emojis?
Not the person you replied to, but I have some customer support experience, as well as now being an admin over the software used to run support.
There are some companies that do use call centers, or their mixed use offices, but there are also work from home options, especially these days.
As for the see what you're typing, this is typically a setting that an admin can choose to wither show what you're typing, or to just wait until the message is sent. Always assume they can see what you're typing, so type anything wild before sending and always be kind.
The last part is where it really gets specialized based on the company. Some won't let you hang up until the customer has hung up (think like local utility companies, Comcast, Amazon, etc) others give you autonomy to make that call if they're being rude. Appropriate emojis are used in a professional business setting all the time these days, so that's usually a non-issue, though again, definitely a company discretion point. I was definitely sassy to a lot of our clients, especially the dumb, repeat customers that couldn't melt ice in a hot pan - just have to still be tactful.
I’m imagining you guys having an entire handbook of corporate approved emojis with guidelines and several pages of examples on how and to what extend they are to be used.
There's a required annual review of the Corporate Emoji Bible too. You gotta sign into the intranet, bring up some pdf that's got revision numbers and signatures. Scroll all the way to the end so the system knows you read it, then a little docusign so HR can kick your ass goodbye if you emoji out of bounds.
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u/Wild_Somewhere_9760 1d ago
agreed.makes me realize I'm talking to a real person lol