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Why solving the problem isn't enough

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When working in customer service, you’re supposed to always give the (technically) correct answer. While working in customer service for a Dutch internet provider I learned that the right answer often isn’t enough. This has influenced every conversation I’ve had since.

In this presentation, I’ve shared the insights my team lead gave me, and help you use them.

Published in: Career
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Why solving the problem isn't enough

  1. 1. Why solving the problem isn’t enough A Support Workshop
  2. 2. Taco Verdonschot • Community Manager at Yoast • GTE for Dutch • WordCamp organizer Twitter:
 WordPress.org: @TacoVerdo
 TacoVerdo
  3. 3. Let’s start with a story http://wickey.nl
  4. 4. Let’s do the same story https://pixabay.com/nl/users/congerdesign-509903/
  5. 5. https://pixabay.com/nl/users/3dman_eu-1553824/
  6. 6. https://pixabay.com/nl/users/AnnaKovalchuk-5692419/
  7. 7. https://pixabay.com/nl/users/3dman_eu-1553824/
  8. 8. https://pixabay.com/nl/users/geralt-9301/
  9. 9. Result https://www.grumpycats.com/image/72hEe5BfQy/august-18th-2017
  10. 10. What happened? 100% correct answer Customer wasn’t satisfied
  11. 11. But why?! Because customers have feelings too. Because customers care about your product. Because customers want to get what you promised.
  12. 12. Empathy vs Sympathy http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy
  13. 13. Empathy vs Sympathy http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy
  14. 14. Still don’t get it? Watch Sesame Street
 https://yoa.st/empathy
  15. 15. Stairs of Engagement
  16. 16. I want the sandpit I ordered You promised I would receive my new sand pit 
 within 3 days after purchase. I haven’t received it yet. This sand pit is a key element of the stage in which I want to ask
 my girlfriend to marry me. If you don’t deliver on time, my whole idea fails!
  17. 17. Examples Let’s look at a few real world examples
 on wordpress.org/support/
  18. 18. https://yoa.st/sw-taco-example1
  19. 19. https://yoa.st/sw-taco-example2
  20. 20. Level with your customer Just like Kathryn said during previous workshop We’re not all newbs/pro devs.
  21. 21. Questions? Right here and now. On the support forums. On Make WP Slack. On twitter (@TacoVerdo). Over a drink at WCUS.

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