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Rule #2: Shut Up & Listen!
Art by: Iryna Korshak for Netguru
Shut up and listen - it might just be the kindest thing you can do. When it comes to helping other people, especially in business, let them talk.
Everybody has a point. From their perspective the world looks a certain way. Try to consider that, get to know them as people, and offer to help them figure it out as a fellow human being.
This applies to CS, sales, dating - you name it. Listening to people and doing what you can to make them feel heard is a skill (search it here on DeepStash!), which means we can all get better at it with a little effort.
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Rule #1: Be Human
Art by: Josephine Rais
It's typical for customer success teams to view customers as tickets to solve rather than people. Most of the metrics used to evaluate CS teams are ba...
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Rule #4: Be Ready to Give
Art by: Ryan Vatzlavick
"Let me ask my manager and get back to you..." This sucks.
Leaders of CS teams must empower CSMs with a range of things they are authorized to offer unhappy customers.
Some examples include:
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How to Help Customers Succeed
Art by: Keith Lowe
Hungry people are not happy people. I learned this more than 25 years ago while waiting tables in a Mexican restaurant.
The customer might not always be right, but helping them succeed means actually caring about the va...
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Rule #3: Delight the Customer
Art by: Roberlan Borges Paresqui
Surprise a customer with something delightful and the effect is magical. It takes very little to do this, but it has very big returns.
Here are a...
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Rule #5: Write Your Own Rules
Art by: Sergey Deykin
Lists of customer success tips can provide some great insights. But use them as your starting point.
Every business has different needs, depending on what you sell, how you sell it and to whom. Being responsive and f...
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Customers are human beings. When we make every effort to give them the most value we can success is sure to follow.
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Kiss Up Or Shut Up
Clinical psychologist Al Bernstein recommends you kiss up to them or at least keep your mouth shut until you can get out of there.
There’s this concept called “narcissistic injury.” Pointing out a narcissist isn’t all they think they are can be like pulling the pin on a grenade. A g...
2. Listen
Improved listening leads to better understanding of ideas. As a leader, we must focus on listening intently and comprehending as much as we can understand in order to better guide and identify the spaces that needs focusing.
Remember: Your team knows you and your company the best, therefor...
Rule number 2: Be unreplicable
The market does not remain same it changes and evolved over the years. If you're listening to audio cassettes in walkman - A device where you can play audio cassette. People will call you insane or will give you a weird look. Because, people no longer used this kind of device, but back in the da...
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