Forrest Gump knew what he was talking about when he said life was like a box of chocolates. For customer support reps, some days on the job are like a rich truffle, while others are like those nasty drugstore fruit nougats. You may be nursing a killer headache, or falling asleep despite the 5-hour energy drink you just consumed.
But no matter how you're feeling, there's no excuse for dismissing a customer's concerns. If a chain of emails between you and a customer threatens to fly south for the winter, it's time to take a deep breath and bring in the big guns - the telephone. Let's break down a major customer support fail to see where and how the rep should have taken action. Documented on a blog called Technoracle, this customer support chain of emails deserves a place on the Wall of Shame.
This week we gained some insight from customer support expert DeAnna Rogers in Austin, Texas. DeAnna not only provides customer support on a regular basis, but she also seeks out companies with whom she’d like to mutually benefit through joint ventures, so she’s got a unique perspective on how customer support can make or break a potentially advantageous business opportunity.
We hope you’ll find her wisdom helpful in strengthening your own interactions with customers and potential colleagues!
What’s a Joint Venture?
Joint ventures (JVs) are speaking or webinar opportunities that match people who are selling a product with a list of prospective buyers. An industry expert on lining up and organizing JVs, DeAnna travels to networking events a few times a year to look for representatives from companies who will host a webinar on her behalf – and vice versa. This is a great way to grow your business!