How should support and customer treatment really work? Advice from experienced members and customer

[Said Bennaceur]

Hello everyone,

I'm new to this field and currently starting out as an intern, and I'd love to learn from the experience of this community.

My question has two sides:

For those of you who provide support or manage customer relationships using Atlassian tools like Jira Service Management: what does good customer treatment actually look like in practice? How do you handle requests, communicate with customers, and make sure they feel well taken care of? Any habits, principles, or lessons you've learned would mean a lot to me as I'm just getting started.

And for those of you who are customers yourselves: what kind of treatment do you look for when you reach out for support? What makes a good experience for you, and what frustrates you?

I really want to understand both perspectives so I can build the right habits early in my career. Thank you in advance for sharing your insight, I appreciate any advice you're willing to give.

[Arkadiusz Wroblewski · Accepted solution]

@Said Bennaceur 

Great Question! 

Exceptional support is always a balance between human empathy and a structured process. JSM helps you stay organized, but it should not replace the service mindset behind it.

Keep the technical troubleshooting mostly internal and focus the customer communication on what the customer actually needs: clear expectations, transparency, and possible workarounds.

In my experience, most frustration comes from silence. So never underestimate the value of a quick status update. Keeping people informed is often what builds real trust.

[Nikola Perisic · Accepted solution]

Hello @Said Bennaceur 

Staying professional and calm at most of the times is nurturing the good relationships with the customers. They are not mad at you, they are mad at the company itself. Be empathetic, put yourself in their shoes, especially if that is the paying customer who is frustrated with overcharging, features not working, etc. These are most soft skills rather technical ones.