The Third Mark of an Able Customer Service Leader
The third trait of a talented customer service leader is one you might not expect.
Having the ability to digest numbers is a must for great customer service leaders, believe it or not. For this reason, the third trait is one that doesn’t require any direct customer interactions at all.
Being able to analytically cull specific information from metrics is crucial in improving customer support. When you can identify a problem — and fix it — you’re meaningfully improving your customer service. That ability to create continual improvement is something great customer service leaders possess.
By skillfully analyzing data, great customer service leaders can accomplish a lot for their department. Most importantly of all, they’ll keep your customers from defecting and increase the likelihood of new customer acquisition. For more information the third trait of a talented customer service leader, watch the video from OpenView Labs featuring Bill Price.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.