Things that I have found really helpful are : 1)Very first thing is apologise for both the issue and the inconvenience. 2)Let them know that they are truly heard. Own the situation. Keep them informed with real time updates. 3)Even if there’s no progress, Let them know that they are our highest priority. 4)Collaborate with the internal teams and try to push them for a workaround/ unblock customer from the issue temporarily.

Before reaching out to the customer, review the support history, including all prior communications and troubleshooting steps. This ensures you don’t ask for repetitive information. Connect with the customer if needed, to fully understand the nature of the issue, its impact, and why the previous responses did not resolve it. Ask the customer what they expect as a resolution. This helps align efforts with their goals. Escalate the issue to a senior-level technical team or specialists and provide a realistic timeline to the customer. Regularly update the customer on the status of the issue. If there are delays or complications, be honest about the reasons. Once the issue is diagnosed, communicate the resolution plan

Review the support log before approaching the customer, Acknowledge their Concern, Express empathy and Apologies. Clarify Issue, Take the ownership, Provide the solution, Clearly explain what you can do and how long it might take, After resolving the issue, follow up with the customer to ensure they are satisfied with the solution.

To handle customer complaints in tech support: Get the details of the problem. Be understanding and listen carefully. Prioritize issues and use available tools. Keep customers informed and follow up. Review complaints and improve your process.

To handle unhappy customers' escalations, first listen carefully to their concerns and acknowledge the issue. Apologize for any inconvenience and assure them you're taking action. Investigate the problem quickly, keep the customer updated on progress, and offer solutions or alternatives. Ensure clear communication, and follow up after the issue is resolved to check their satisfaction.