Creating The Right Customer Support Culture - Deepstash
Creating The Right Customer Support Culture

Creating The Right Customer Support Culture

chadhorenfeldt.medium.com

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Creating The Right Customer Support Culture

  • Hire smart, hire right
  • Quality isn’t the only thing, it’s part of everything
  • Empowerment not employment
  • The right tools & perks make a difference

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Customer Support: What it is

Customer support is about creating a great customer experience that helps customers get stuff done as easily as possible. The secret to a great customer experience? It’s creating the right support culture. A great customer experience starts with creating the right support culture. A great customer experience starts with creating the right support culture. A great customer experience starts with creating the right support culture.

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HIRE SMART, HIRE RIGHT

The number one component of creating an amazing culture will depend on the people you hire. These are the characteristics I look for when hiring:

  • They have something to prove
  • They are service orientated
  • They “go over and above”
  • They have a curiosity for technology

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The Right Candidate is Hidden

For many candidates, especially those that are new to the workforce, their technical skills may not be very apparent on their resume. I love the example of the baseball Player Jose Bautista. He turned heads in 2010 when he hit 54 homers and won the Homer crown. I'm looking for people that may have been underutilized in their past roles or who are looking to start a different career. I 'm

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Quality

Quality isn’t something that is static. You need to maintain high standards of quality all the time and reinforce them. I was chided at times by our Support lead as I would review most of our support tickets that came in. I did this as I wanted to ensure that our response was professional and appropriate. Set the bar high when it comes to quality and ensure that it remains there as it’s easy to let this slip away if you aren’t vigilant — especially as your company grows.

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Go the extra mile

Here are a few examples of what we mean by “going the extra mile”. If you see them, call them out and celebrate them:

  • One of our team members wasn’t happy as he couldn’t find the valuable information he needed to help resolve a certain issue that came up. He decided to come up with a better solution.
  • One of the support magicians did some extensive research and testing that was needed to resolve an issue.
  • Your customer support team should be properly Onboarded before tackling customer issues on their own.

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EMPOWERMENT NOT EMPLOYMENT

Here are some of the important concepts that helped foster empowerment within the team:

  • Support magicians were given super human powers by naming them. The team liked the messages they would receive from customers.
  • The ability to influence the product roadmap makes your team more aware of where improvements need to be made.
  • One of our magicians wanted to conduct a Bi-Weekly educational Webinar for customers. This has become a permanent part of how we help our customers.
  • Create career paths and not dead ends.

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The Right Perks

You need to have the right tools in place to make your team efficient. Free lunches are a great perk as you don’t need to worry about your lunch that day. Unlimited vacation policy is a powerful perk though. Team Outings are also part of team bonding outside of the normal work environment. Free lunches are a great perk as you don’t need to worry about your lunch that day it also encourages people to spend time together socially.

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The Secret Sauce

Remember to focus on hiring the right people, establishing the right Metrics and fostering a close relationship with other teams. Our next challenge will be to ensure that we maintain this culture as grow.

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