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The Customer Support Handbook: How to Create the Ultimate Customer Experience for Your Brand, by Sarah Hatter
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How do you hire the best support team? What’s the best use of social media for support and service? Should we apologize for the inconvenience? The web’s leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual.
If you’re a CEO Or Founder: This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company’s customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees.
If you’re a customer support professional: This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers.
"Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree.” - Richard White, Founder and CEO of UserVoice
- Sales Rank: #934245 in Books
- Published on: 2014-02-04
- Original language: English
- Number of items: 1
- Dimensions: 8.00" h x .49" w x 5.00" l, .48 pounds
- Binding: Paperback
- 216 pages
About the Author
Sarah Hatter is a writer, public speaker and startup founder. She founded CoSupport in 2011 and has worked with over 200 companies since then, teaching excellence in customer support and user experience. Her public speaking career has lead her to present at Microsoft, Google, and Facebook, and tech conferences such as LessConf, MicroConf and the Business of Software Conference. She lives in Chicago, IL
Most helpful customer reviews
2 of 2 people found the following review helpful.
Informative and Entertaining
By Aaron Stewart
There's so much great stuff in here, and it's written and compiled in a way that makes it very engaging and entertaining, while still being very informative. Our company is known for our great customer support, so it's really cool to see so much of what we already do validated in this book, but it's equally if not more useful to get tips and insight on ways we can still improve. I love the guideline chapters at the end that take some of the stuff that was written in paragraph form earlier in the book and condensed to bullet points. That's going to be very helpful to continually remind ourselves of some of those best practices and guidelines.
I bought one copy initially so I could read it myself and see how beneficial it might be for my team, and after just reading a couple of chapters it was already clear that I want them each to own their own personal copy.
2 of 2 people found the following review helpful.
Absolute must-have for anyone that deals with customers and want to be good at it
By M. Morgan
If you run a support outfit big or small, this book will help you get your s#%t together (excuse my french). We run a 24-hour support operation that deals with inbound calls, emails, and chats. We used this book to first help us identify things we were doing that was not beneficial to our customers, then to train our agents on better ways to handle customers and situations. I ended up using the book a guide for one helluva training session and I'm making it a required reading for ll of the support supervisors. If you deal with customers, but this book!
1 of 1 people found the following review helpful.
Leveled up my customer support...and I thought I was good before this
By Dave Rodenbaugh
I've been a support professional for a number of years--first job out of college was customer support at a small software company. I thought I had customer support engrained in my blood when I started running a WordPress plugin business in 2010. Sarah gave a talk at an entrepreneur conference in 2012 and was offering this book in an early package. Hearing her speak, I was convinced she knew what she was talking about and signed up for the book. Three months later, I got it and I was NOT disappointed.
Dense and rich, with stories, specific scripts, history, and great philosophical discussions, this book has transformed my customer support for plugins. I went from a 4 out of 5 stars rating my plugin to 4.7 out of 5 today. Her emphasis of language makes a HUGE difference in how you handle customers, frontline support, refunds, and angry people.
Sarah truly understands the psyche of the support role and her book is a must have for any support professional, manager or otherwise.
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