Do not specify anything – go straight to solving the problem. If the client does not lag and addresses the next problem, try to understand what he wants. If suddenly you do not understand something, never clarify or try to find a common language. Just say, "I didn't understand. What do you have in mind?" This is the perfect phrase for such an occasion. Repeat the question over and over again – drag out the dialogue as long as possible. The client will definitely repeat everything in the same way, and you will not understand anything.
Even if it seems to you that you understood something but you still have doubt, never specify whether you understood correctly. Just go and solve the problem that you think the client wrote about. When you have done everything and bring the solution to the client, be sure to insist that he wanted precisely this and described this problem exactly.
Ignore some of the client's questions. When the client has asked several questions, it is better to answer only one of them, and not necessarily the first one. Maybe he will forget about the rest of the questions and will never return. Well, why do you need the extra load?
Use complex terms and constructs. Be sure to use borrowed words from different languages and technical terms that you spied in the chat with the developers: request, sprint, crunch, authentication, and so on. Don't even think about agreeing on wording: the more discrepancies with the client in understanding the essence of the problem, the better.
The vocabulary you use when communicating with a client is very important. Be sure to add bureaucracy, formalism, and various complex constructions in your correspondence. This will help the client understand that all your words matter and that you are a serious organization. For example, with each of his requests, write something like "Your appeal number such-and-such was considered within the timeframe established by our regulations, and in connection with your appeal, our department made such-and-such a decision." Customers will immediately start to respect you.
Don't bother with screenshots. If you need to send a screenshot, be sure to make it so that the entire page is on it. Never crop to the desired section. In no case should you add arrows there, and do not circle the important places.
In general, it is best to add screenshots with links that do not open. You can send them as attachments and write: "Screenshot one, look at the attachment," "Screenshot two, look at the attachment." The more screenshots you send, the better. None of them should be in the text of your explanation but instead separately hidden in attachments. Ideally, they don't need to be named at all – let them be as they are: file 01, file 350, file 44—no need to waste time on renaming. Aerobatics – send a document with links to attachments, and let them figure it out themselves. They will get smarter.
Respond with solid blocks of text. If you have a rather detailed answer and the client asked several questions, don't divide the text into paragraphs – write everything in solid block form. Learn from the greats. Have you read War and Peace? Have you seen the paragraphs there? There are paragraphs over several pages. Take an example from this; you are not just some support department that will chew everything up and put it in the client's mouth. Everything should be in block form – no paragraphs, and God forbid you highlight important information.
Mirror the emotions of the client or be indifferent. In general, being on the same wavelength with a client is the best thing support can do. If the client yells at you, you yell at him; if the client is upset and crying, you, too, should be upset with him and cry.
If you can't mirror the client's emotions, use the second technique – don't notice them. Be indifferent. He screams, panics, asks for help, and says that he needs something very urgently? Don't react. There is no need to wind things up even more emotionally. Just say, "Hello, tell me your phone number." And that's all. He will see that you are not worried about anything, are confident in yourself and know your business, and he will begin to respect you.
If you do not know the answer, feel free to talk about it. If you are a new employee or have missed something at work, be sure to tell the client about it. Feel free to confront him with a fact and justify your ignorance by any means necessary. This method is suitable even for experts because anything can happen in life. The client should understand your position and understand that you, after all, are also human, and support does not have to know everything in the world. So some human relationship will remain between you: he does not know, and you do not know – so you talk about it.