The front lines of your company are represented by customer support. When it falls short, so does the perception of your entire team. We recently ran into a situation with subpar customer service (to say the least), which was a teaching moment for us all.
Rather than being condescending, always treat people at a higher level. Always provide value and be helpful. As straightforward as it may sound, many brands are extremely lackluster when it comes to treating customers with respect.
Don't be that brand; always embrace helping customers to the best of your ability.