During the course of my week, I run into lots of intriguing articles and such in the world of customer support. Remember, these are to inform, get you thinking, and a little bit of fun on the side – they aren’t endorsements or agreements with what’s said.
“Wading through a robocall menu makes us angry; being put on hold with decent music and the option to mute it might make us less so. A 404 page might frustrate us; a 404 page that is funny or sincere might lighten the blow.”
Helping the next customer is critical. But getting the environment right for their wait is key as well.
“Think of it this way: My friends and I are hanging out in this room sharing pictures of things that inspire us, ideas for things we want to DIY the shit out of, food we love, places we’ve visited. And you come in banging a hugeGONG GONG HERE’S MY BRAND HEY GUYS…”
Pinterest is a treasure trove of great photos, fun DIY projects, and annoying brands that try to shove their way in every where. CoSupport founder Sarah Hatter shows brands how it should really be used.
“Hire for attitude and passion, don’t micro manage, and influence employees to learn new skills. Focus on quality first, and efficiency second.”
You would thing businesses and teams knew this stuff already but they don’t. Making the right hire is critical to having a rockstar support team. Even one bad support rep can pull down a chunk of your customers with them.