Useful tips

Tips for customer service representatives

General advice

Do not leave the customer waiting in silence

Do not leave the customer waiting in silence. If you need to look something up, tell them briefly instead of remaining silent for several minutes: “One moment, I’ll look into that.” This is especially important for customers using a mobile device.

Handling disruptive users

It is usually best to ignore disruptive users. Do not respond or end the conversation; leave the user without attention. They will often give up eventually.

In persistent cases, you can ask Ninchat staff about blocking the user’s IP address, although this may not solve the problem completely.