Customer success
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This document provides guidance on customer service best practices. It emphasizes that good customer service focuses on empathy, positivity, patience, clarity, and continuous improvement. Specific tips include thanking customers by name, expressing empathy, appreciating all feedback, finding solutions that exceed expectations, following up proactively, and responding quickly and accurately to build trust. Customer service agents are encouraged to ask questions to fully understand issues and recommend solutions, and to go above and beyond by finding answers even when they don't immediately know them. The goal is to ensure the customer's success and satisfaction.
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Customer success
- 1. The why & how of CUSTOMER SERVICE
- 2. The why is simple
- 4. ONE AMAZING CHANGE ->->-> heavy word!
- 6. 5 things that count the most Empathy Positivity Patience Clarity Improvement
- 7. Empathy
- 8. Positivity
- 9. Patience
- 10. Clarity
- 11. Improvement
- 14. Becoming a Customer Success Agent We all have different experiences & strengths & can all improve in certain areas, helping the team succeed more as our clients succeed more. LEARN form each other too! Global understanding of Customer Success Product Training Customer Success Canned Responses (language how-to) Shadowing Starting to get tickets & discussing. Continual Improvement >>> GROOVE BLOG
- 15. The Evercontact Customer Success FLOW
- 16. Bizdev, technical, Sales, Engagement, new/old
- 17. Email Language Funnel FIRST, understand their need, both what they ask, but really what’s their goal, and how we can move towards our goal (their success and their conversion) 1. Use Your Customer’s Name 2. THANK you for reaching. I’m <name>, your customer success agent at Evercontact & I’m HAPPY to be of help”. *personal, not a robot 3. If problem >>> EMPATHY >>> “I’d Be Frustrated Too.” 4. GRATEFUL >>> Even if they come off very negatively, make sure your customer knows how much you appreciate their feedback. 5. Try to get them to their solution. “Here is a simple but powerful rule: always give people more than what they expect to get” 6. Leave the door open >>> “Is There Anything Else I Can Help You With?” 7. ASK FOR REFERRAL… or follow up / intro to Thomas?
- 18. Good habits #1 1. KISS (keep it short & sweet) // Add bullet points /// Link to Longer Instructions 2. Pay attention to language & stay positive --- avoid "but" & negative formulations (check sentences) 3. Promise updates (not solutions) >>> doesn’t disappoint + builds trust 4. Go the extra kilometer>>> “I Don’t Know, but I’ll Find Out for You.” Good customer service isn’t always about knowing the right answer. Often, it’s about finding the right answer so that your customer doesn’t have to.
- 19. Good Habits #2 1. How do you deal w/ a “tough” customer or a crisis >>> most important word is “Sorry”… never successful to “engage an argument” even if we know we’re RIGHT! 2. Follow up w/ VIPs / B2B >>> send along to Thomas 3. Robots are cool, but people would rarely choose to have a conversation with one. Show the customers you aren't a machine. At the end of the day it's how you make people feel that matters the most 4. Respond Quickly & Accurately >>> more likely to have an ongoing relationship with your brand. (OFTEN THANK YOU for quick response). 5. Seeing the same issues time and again? Dig into what's unclear and update knowledge base or FAQs. >>> reduces repetitive issues 6. Ask THEM Questions The more you know, the more likely you are to resolve an issue to the customer's satisfaction. Don't hesitate to ask more questions to get all the information you need to recommend alternate solutions and advocate for the customer.
Editor's Notes
- VERY COMPLEX… and yet very simple when broken down. 1) How 2) Knowledge 3) Desire to create a relationship 1) The key attributes to being successful w/ support 2) Customer Success In action >>> you can contribute ideas 3) Next steps + helpful tips 4) Groove
- SUPPORT IS A WEIGHT… it’s something we DON’T want… it’s something to “get rid of”… by the pure definition/feeling of the word… it’s almost a “conflictual relationship” with the client
- 2. “Your most unhappy customers are your greatest source of learning” – Bill Gates, Microsoft
- Ability to read others… and share their feelings. Look and listen for subtle clues about their current mood, patience level, personality, etc., and you'll go far in keeping your customer interactions positive. ACTIVE LISTENING >>> repeat what someone said & then say how you know that must be frustrating, hard… >>> same as in life.
- Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy. We don’t have that feature at this time. >>> This is definitely a great idea for a feature & I’m going to share it with the team. While I can’t promise What a great idea and I’m going to share this with the team right now. While I can’t promise that it’s something we’ll be able to push out in the near future, we do really appreciate you sharing this feedback.
- Not only being patient with customers who… might be a bit “SILLY” but also being patient to take the time to make sure you’ve thought their perspective out & are sure that your response will be HELPFUL not just closing a ticket.
- If I reply to a customer & don’t clearly or completely answer they’re question >>> 2 results >>> get upset & say this guy is wasting my time OR, they ask the question again >>> what’s the difference between 2 replies vs 3 replies with every customer if we have 100 customers we exchange w/ per week… 5000 extra responses… 5000 extra minutes at least… 83 hours… or 2 weeks of work!!!
- 1% seems like a small amount. And it is a small amount. It’s tiny. It’s easy. It’s doable. Today. But 1% compounds. If you improve 1% a day you will improve 3800% in a year. I’ve been taking care of clients for the better part of 3 years & there’s a lot of rich knowledge that I’m going to do my best to pass on to you all. Of course there’ll be holes, but if you feel them every day, then within a few months, you’ll be flying HIGH & easily w/ clients. ALSO improve your exchanges, and improve PRODUCT
- 72% expect w/in hour on twitter
- The goal is only SUPERFICIALLY to "solve a problem" or "answer a question" >>> YES, we’re there to help the customer succeed in whatever they're trying to do, and once that's taken care of--- see if they're committed to a purchase on an individual/company level & also a referral level. OF COURSE, that’s where the real subtlety comes in. Easy to lose sight of just how important every single email is as any particular email that we send to a customer is just one of 20 that we might be sending that day, and yet it might be the ONLY one for that person as an image of our company. Make or Break
- Actually, you can do this under “Settings.” Sure thing, you can do this under “Settings!” :) Sentence 1: I really appreciate you writing in, but unfortunately we don’t have this feature available. Sentence 2: I really appreciate you writing in! Unfortunately, we don’t have this feature available.