Four essential character conflicts to look for in customer support employees, and the one single quality they all must possess
I’ve been in the management and customer service business for longer than I care to admit, but as the decades have rolled by, I’ve learned a thing or two about what to look for when hiring and training a stellar customer success team. And at the risk of offending sensitive ears, I think it’s worth stripping off the candy coating of HR for a minute to lay out the bare necessities required of anyone who represents your company to your customers. Too often in writing job descriptions and interviewing candidates, we focus on ascending progression of job titles, tech-dependent skill sets, and required degrees and certifications. Instead, look for customer success representatives with qualities that are unique to the human experience. To create a customer service team that performs at the highest level, learn to look for these four character conflicts.
Driven by results, but also enjoys the process
Results-driven employees can be a dream to manage, but not without the discipline and patience that’s often required when learning about a customer’s issues. Sure, it’s great to be able to check a box and provide support for a customer in minutes. But in many business, especially in the world of SaaS, it’s often necessary to approach customer issues with a set standard for process of elimination and a structured diligence. Many people find this infuriating. Ideally, you hire folks who can’t help but mull over clients’ cases after hours, despite the fact that you’re not paying them to do so. When interviewing, ask about a time when they had trouble solving a problem and ask about their approach, how long it took, if they felt like giving up, and whether or not they sought help. If this Sherlock Holmes quality is in their nature, they’ll probably have a few examples to share and likely report fairly specific details of their problem-solving process as well as deep satisfaction at finding a solution to the problem. Continue reading
Simple ways to set your service apart from the rest
When I started Webgility, my plan was to create and sell software with a simple goal: Help e-commerce business owners pursue their passion by automating some of the most painful aspects of running their business, like accounting. While the business plan certainly included top-drawer customer service, I did not realize how important it would be to the longevity and profitability of the business. Fast forward nearly 10 years, and I’m proud to say that customer service is one of the major areas in which Webgility stands far and above the competition. In fact, our customer service team is considered the best in the industry and, week over week, we earn a 98% (and often better) customer satisfaction rating. While providing great service did not happen overnight, I assure you it did not happen by accident. Below I’ve listed the four simple guidelines that have been instrumental in helping Webgility stand out as a leader in customer service.
Be available. Good customer service departments call people back. Great customer service departments pick up those calls before they go to voicemail and make time in their schedule for each and every customer. Look at the typical calling patterns of your customers and schedule ample coverage during high volume hours and days of the week, even if that seems expensive or inconvenient. Our customers consistently report that the unexpected bonus of our software is that they can always get a human on the phone at any time and we take great pride in meeting this simple expectation.
BigCommerce explains how to acquire, convert, and bring people back to your site
The famous psychophysicist Dr. Howard Moskowitz once said: “There is no perfect Pepsi; just different kinds of perfect Pepsi for different groups of people.” His point is that every visitor that comes to your website is different––bringing along with them various life experiences and points of view that alter the way your site and products look to them.
It is why it is so crucial for you to determine your buyer personas. You won’t just have one. What makes them tick? Why do they do what they do? What are their hidden or unconscious motivations? Dr. Robert Cialdini laid out six psychological triggers that can be used to increase sales on your site––one of which being a “liking” factor. People like to buy things from people they like––and most people like other people who remind them of themselves.
Want to increase your sales? Build out a website that reflects back to your buyers the personas they identify with. That’s step number one. But it isn’t the only step. Once you get a site up and live, you’ll must understand:
- How to drive traffic
- How to convert that traffic
- How to bring people back
- How to measure and report
- How to repeat that success
- This post will teach you exactly how to do that, subsequently increasing sales, revenue, and customer loyalty. Read more