Beyond the Online Help Desk: Knowing When to Escalate an Issue
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.
Customer Support and Joint Ventures
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!