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Communication
The ability to distill data and make process recommendations will test the communication skills of even the most eloquent leaders.
- Support is a part of the communication loop. Aligning with the Support team guides the resolution of major cases that keep customers satisfied. You also can report bugs to the Engineering team that may prove a more significant impediment in the future.
- Feedback is a form of communication. Any customer data that can be delivered to the Product team aids in improving the product, which in turn creates a better customer experience and engagement.
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The Asset of Listening
As a CS Ops professional, you must be permanently poised to listen and learn from your customers and team.
That includes reading people in every situation. You must be able to understand them through a compassionate perspective and act accordingly on the insight provided, ...
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72 reads
Passion
Passion is a critical word in the description of a CS Ops Professional.
- First, passion for being in the trenches. They must be willing to roll up their sleeves, dig into complex operations, and “get their hands dirty.” If you aren’t ready to do that, then this may not...
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Leadership
A CS Ops leader not only establishes team structure but also helps create a tier system for existing customers with a CS leader.
- The CS team structure has a lasting impact on your customer base. Sometimes, CSMs do not possess the skills or personality traits to be assigned to a partic...
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84 reads
Systems and Data
The first requirement in most CS Ops positions is to establish a systemized way to capture your customer’s data.
Whatever system you have is a central source of truth that everyone in the organization or company can utilize. As a CS Ops leader, your role wi...
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174 reads
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Define customer service quality for your company
Collect data from the following sources:
- Your company and team values.
- Your customer service vision or philosophy.
- Existing CSAT and NPS comments that focus on positive or negative customer service interactions.
Conduct market research and gather data
Market research provides critical information about your market and business landscape. This information is useful when trying to position products or a brand in the market
Don’t lim...
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