#74 – Setting Customer Policies

On today’s show, we’re taking a look at customer/team policies. I’m sure all of us have pretty standard ones like a privacy policy. But what about ones for refunds, account ownership changes, etc. Those can vary greatly from company to company. What should those policies look like and should we even have them in the first place?

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#73 – Real World vs Online Customer Service

For this episode, we’re talking about how in-person customer service relates to the online version we all do. Erin Coyle sent in this great topic and said, ” I work in a restaurant now so I think a lot about how the same principles can apply but sometimes need to be executed differently.” There’s a lot of crossover between real world customer service and online so let’s flesh it out.

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Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

Ask us a question

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#72 – When Live Chat Works

This week, we’re tackling the fun world of live chat. Customers opt for live chat over other choices. 42% used the company’s live chat tool over other channels. Email support came in a distant second at 23%, a 19 point difference.

Live chat is the closest most people will get to instant communication with most teams. It’s a happy middle ground between email and phone support. Turns out customers are okay with that middle ground.

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Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

Ask us a question

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#71 – How to Get a Job in Customer Support

With this episode, we’re looking at how a person would get hired for a customer support role. If a person is looking to get a job on your support team, what can they do to stand out from other applicants?

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Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

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If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#70 – How to Handle a Bad Day

Maybe you had a frustrating customer. Or maybe nothing’s going right with a new feature your team just deployed. Everyone has bad days but not everyone handles them the same way.

Here’s a few ways we cope with lousy days.

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This week’s shownotes

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Join the conversation

Our favorite part of these episodes is being part of the conversations they provoke. Grab your invite to the customer support community chat and join us in the conversation!

Ask us a question

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.