10 simple tricks for mastering customer care while keeping a positive spirit
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10 simple tricks for mastering customer care while keeping a positive spirit

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I spent a fair amount of time doing crisis management and after having thousands and thousands of people approaching the brand I was responsible for in an extremely furious manner, I had to learn how ...

I spent a fair amount of time doing crisis management and after having thousands and thousands of people approaching the brand I was responsible for in an extremely furious manner, I had to learn how to keep people at ease very quickly.

Back then I came up with a series of tricks and tested and expanded them on the job as a community manager. I hope they help you do great customer support.

Email me for additional tips and observations. Thank you.

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10 simple tricks for mastering customer care while keeping a positive spirit Presentation Transcript

  • 1. 10 simple tricks for mastering CUSTOMER CARE while keeping a positive spirit
  • 2. Make people feel special. // They went through the trouble of writing to you. They most certainly are special for your business. 01
  • 3. Be as human as you can be. // If the branding of the product you represent is not status-driven, don’t act like an anonymous brand. People like to interact with people. 02
  • 4. Check back on the people who wrote to you. // They should be the ones to know about new developments before everyone else does. Turn them into ambassadors. It’s more likely to work out. 03
  • 5. All negative feedback can be turned into a positive interaction with your brand. // Be empathetic, ask more questions, be open to ideas. 04
  • 6. If you cannot answer a question directly, don’t address it directly. // There are many ways to give a satisfying response. Talk about the things you can talk about. Say that you’ll be in touch as soon as you know more. And get in touch eventually. 05
  • 7. Acknowledge that a mistake happened on your side. // Never make anyone feel stupid. Ever. 06
  • 8. When someone complains about something, show them you’re on their side. // Choose your words wisely. You can be on someone’s side in many ways. 07
  • 9. When an email makes you furious, don’t answer immediately. // Do it the next day, first thing in the morning. And follow all the tricks mentioned above. 08
  • 10. When you notice your tone is a little too cold, ask someone to help you. // The email is written. You just need some corrections: get some tips from someone who isn’t emotionally attached to the issue. 09
  • 11. End your emails with an open question. // You don’t want to be the one who shuts ‘the door’. Now they started a conversation, keep it going. Ask for more feedback. 10
  • 12. ANYTHING YOU WANT TO ADD? @kathmography monikanicoletta@gmail.com