Customer Support Track
For every Narqix specialist who answers a client's customers by email, chat, social or phone, and for the people who escalate and review that work. After this track you will handle tickets the Narqix way: accurate, warm, fast and fully owned.
Track: Customer Support · Role: Support Agent, CSR · Time to complete: 10 min (this page), about 7 hours (full track)
What this track is
When you answer a customer, you are the client's business. The customer does not know or care that you sit in Dhaka or Manila. They care whether their problem is solved, whether you understood them, and whether you did what you promised.
Great support is not about being nice. It is about four things done every time:
- Read everything before you reply.
- Answer everything the customer asked, starting with what matters most to them.
- Own the next step: who does what, by when.
- Keep every promise, even when the news is "no news yet".
Coach's note: customers forgive a slow answer more easily than a wrong one, and forgive a "no" more easily than being ignored. Accuracy and honesty beat speed. Speed comes with practice.
Who this track is for
| Role | You mainly do | Start with |
|---|---|---|
| Tier 1 Email and Chat Agent | Order status, how-to, account basics, in-policy returns and refunds, triage | Role guide 01 |
| Phone Support Agent | Inbound calls, callbacks, messages, warm transfers | Role guide 02 |
| Tier 2 and Escalations Specialist | Complaints, exceptions, billing disputes, troubleshooting, chargeback prep | Role guide 03 |
| QA Reviewer | Scoring tickets, calls and chats; coaching; calibration | Role guide 04 |
Learning path
- Your role guide (01 to 04), then skim the others.
- Ticket Lifecycle (05): statuses, priorities, ownership.
- Writing Great Replies (06): the Answer-First reply.
- The STEER Method (07): de-escalating upset customers.
- Refunds and Exceptions (08): deciding with the matrix.
- Chat and Phone Etiquette for US, UK and AU customers (09).
- QA Scorecard (10): how your work is scored, and the auto-fails.
- KPIs and Benchmarks (11): what good looks like.
- Knowledge Macros Guide (12): writing and using saved replies.
- Glossary (13).
- Script Library: the reply templates and phone call flows in this section. Learn the structure, then always personalize.
The support script library
| Situation | Template |
|---|---|
| Order on its way | Where Is My Order (In Transit) |
| Order late, stuck, lost or "delivered" but missing | Order Delayed, Lost or Delivered but Not Received |
| Refund that meets policy | Refund Request Approved |
| Refund that does not meet policy | Refund Request Outside Policy (Saying No Well) |
| Damaged, faulty or wrong item | Damaged, Defective or Wrong Item |
| Furious customer | Angry Customer, First Response |
| Bug confirmed | Bug Report Confirmed, With Workaround |
| Bug unclear | Bug Report, Need More Details |
| Cancel a subscription or service | Cancellation Request |
| Double or wrong charge | Billing Error or Double Charge |
| Cannot log in | Account Access, Locked Out or Password Reset |
| Change email, address or details | Change of Email, Address or Account Details |
| Return in policy | Return Approved, Label and Instructions |
| Change or cancel before shipping | Change or Cancel an Order Before It Ships |
| How do I...? | Product or How-To Question |
| Card declined, renewal failed | Payment Declined or Failed Renewal |
| Ideas and feedback | Feature Request, Suggestion or Feedback |
| Many customers affected | Outage or Known Issue Update (Proactive) |
| Passing a case to senior staff | Escalated to the Senior Team (Holding Reply) |
| Promised update, nothing new | Promised Update With No News Yet |
| Insults or harassment | Abusive Customer, Setting a Boundary |
| Public review or social post | Public Review or Social Media Complaint |
| Customer went quiet | No Reply From the Customer, Follow Up and Close |
| Live chat, start to finish | Live Chat Flow |
| Phone: any inbound call | Phone Flow: Inbound Support Call |
| Phone: angry caller | Phone Flow: Angry Caller |
| Phone: message for someone else | Phone Flow: Taking a Message and Booking a Callback |
| Phone: calling a customer back | Phone Flow: Outbound Callback on an Open Case |
How this track fits with Narqix Standards
These universal rules live in the Narqix Standards section and apply to you every shift:
- Data Security and Privacy: verifying identity, card data, access, incidents.
- Communication Standard: plain English, time zones, client response times.
- Escalation Ladder: P1 to P4 and who to notify.
- Reporting Standard: start of day and end of day reports.
- Attendance and Shift Standard: your scheduled shift, staggered breaks so the queue is never empty.
- AI Use Policy: no customer personal data in unapproved tools; every AI-assisted reply fully read and edited by you.
This track teaches the craft on top of those rules.
Who you represent
You represent the client's business. Use the client's approved greeting and sign-off. You never mention Narqix, your own country, other clients or pricing to customers. If a customer asks where you are, answer with the client's company and the client's market or office, following the client's approved wording. You never pretend to be someone else, and never claim an automated reply was written by a person or the other way round.
Never do this: never type, store, repeat or ask for a full payment card number, CVV or password. If a customer sends one, follow the client's redaction process and tell them not to send it again.
Tools you will use (generic names)
Ticketing system, live chat tool, phone system or softphone, order management or store admin, CRM, knowledge base, macros (saved replies), password manager, team channel, task tracker, and your campaign's time tracker. Each client's exact setup is in their Client Workflow Record.
Check yourself
- What are the four things great support does every time?
- Which section holds the rules for identity verification and card data?
- A customer asks, "Are you based in the US?" How do you answer using the client's approved wording?
- Which page should you read after your role guide?
© Narqix Academy
Scripts for this track
Reply: Where Is My Order (In Transit)%203fdeadddae7181068c25f1aaaea77eed.md)
Reply: Order Delayed, Lost or Delivered but Not Received
Reply: Refund Request Approved
Reply: Refund Request Outside Policy (Saying No Well)
Reply: Damaged, Defective or Wrong Item
Reply: Angry Customer, First Response
Reply: Bug Report Confirmed, With Workaround
Reply: Bug Report, Need More Details
Reply: Cancellation Request (Subscription or Service)
Reply: Billing Error or Double Charge
Reply: Account Access, Locked Out or Password Reset
Reply: Change of Email, Address or Account Details (Verification First)
Reply: Return Approved, Label and Instructions
Reply: Change or Cancel an Order Before It Ships
Reply: Product or How-To Question
Reply: Payment Declined or Failed Renewal
Reply: Feature Request, Suggestion or Feedback
Reply: Outage or Known Issue Update (Proactive)%203fdeadddae7181b28298e1807ec047d6.md)
Reply: Escalated to the Senior Team (Holding Reply)%203fdeadddae7181fabc0fed225abbfad3.md)
Reply: Promised Update With No News Yet
Reply: Abusive Customer, Setting a Boundary
Reply: Public Review or Social Media Complaint
Reply: No Reply From the Customer, Follow Up and Close
Live Chat Flow: Greeting, Holding, Handover and Closing
Phone Flow: Inbound Support Call
Phone Flow: Angry Caller (STEER on the Phone)%203fdeadddae7181cf920dfccb85a68d6d.md)
See the full Customer Support learning path
Pages in this section
- Role Guide: Tier 1 Email and Chat Agent
- Role Guide: Phone Support Agent
- Role Guide: Tier 2 and Escalations Specialist
- Role Guide: QA Reviewer
- Ticket Lifecycle
- Writing Great Replies: The Answer-First Reply
- The STEER Method: De-escalating Upset Customers
- Refund and Exception Decisions
- Chat and Phone Etiquette for US, UK and AU Customers
- Support QA Scorecard
- Support KPIs and Benchmarks
- Knowledge and Macros Guide
- Customer Support Glossary