When it comes to technical support, it’s much easier to focus on improving the technical skills and forget about the soft skill of customer service. Kayako, a software development company behind popular help desk and CRM software titles, published a free ebook focused on customer support.
Rock Your Support is available as a 23 page PDF after you provide your name and email address. The book centers around a single question. They asked various support professionals from their favorite companies “What is the most important thing you’ve learned in customer service?”.
16 different individuals from 16 different companies participated including folks from Basecamp, Prezi, Automattic, Campaign Monirot, Hubspot, and others.
These are busy times in the world of customer service.
With a fast-changing landscape, our community of customer support professionals are approaching customer experience in more creative and resourceful ways than ever.
That means most support teams are not only busy creating and iterating on brand new ideas and processes, they are also redefining the role of support while they’re out on the frontlines with their customers.
Knowing this, we posed this one simple question to a handful of support pros at some of our favorite companies.
“What is the most important thing you’ve learned in customer service?”
Our bet was this: everyone would have a different answer to the same question.
We were right.
The book touches on topics like managing customer expectations with company goals, building meaningful customer relationships, and possessing the traits of a great support rep.
You can download and read your own copy of Rock Your Support by Kayako from learn.kayako.com/rock-your-support