Identifying Superb Customer Service Employees
A standout customer service employee make themselves known.
You can see it in their speech, often by how they say their words, in addition to what they’re telling you. The undertone of a conversation between a customer and a talented service representative usually involves a lot of caring and understanding by the representative. This tells the customer that they’re not only valued, but integral to the company strategy.
Nordstrom’s clothing store has a prototypical customer support process, that’s headed by their employees at the service desk. They’re willing to perform all of the vital functions needed of them. And the customers reward their diligent services by being loyal to the company.
Customer retention is the ultimate goal when it comes to using standout customer service employees in your business. For more on this subject, watch the video from OpenView Labs featuring Bill Price.
UserIQ surveyed 400+ SaaS leaders and found that one of the greatest opportunities for companies today is a stronger alignment between their customer success and product management teams. Learn why here.
As healthy companies continue to grow it becomes harder to do so at the same rate through new logo acquisition. Companies spend an inordinate amount of effort on labor-intensive adoption and reactive, renewal processes with little or no regard to creating a disciplined expansion strategy. It’s time to change your strategy. It’s time for Customer Success 2.0.
Catch up on the latest Summer Slump Series: Customer Success edition. We compiled the top CS content to help you get ahead and make you and your team as successful as possible.