Hello! Please allow me to introduce myself as the new Vice President of Customer Success at Yourmembership. It is my pleasure to make your virtual acquaintance. As this is a new role for me, our marketing team requested that I write a blog for you, which you will find below. Please enjoy.
Although I am now recognized as YourMembership’s VP of Customer Success, customer service is integrated into every level of our business. Whether you are a VP or a Customer Service Specialist, you are always working to serve someone: your boss, your coworkers, your customers and yourself. I worked my way through college as a waitress where customer service became the lifeline to my livelihood. If I didn’t provide excellent customer service, it was the difference between ramen noodles or a nice seafood dinner; I have carried that same mentality throughout my career.
I moved from hospitality server, to public servant (servant being the key word there), to software trainer and the basic concept hasn’t changed: customers make the world go ’round, and the best way to serve them is to understand them. So though we might not be the Luke to your Leia, we may just be the Millennium Falcon coming to your rescue, and you don’t need to speak Wooki to communicate with customer service. Here are a few qualities that create a great customer service relationship when working with technology.
Details, Details, Details
The who, what, when, where and how are crucial to storytelling and even more so in establishing an exceptional customer service relationship. This not only helps the customer service specialist quickly assess your needs, but it is the most efficient way to get the correct answer. The next time you reach out to any company for support, make sure you are sharing the most accurate and detailed information possible: the exact steps that you took, where you ended up, the time, the date, the browser version and most importantly, your phone number. The more information, the better.
Reach out for help before the frustration sets in
When it comes to new technology, there is no shame in asking questions! Technology is updated every day, and we know it’s tough to keep up. Between learning a new software and downloading the newest update on your iPhone, you have enough on your plate. Use the customer service team for help—no question is too big or too small. Companies known for great customer service (Zappos, Amazon and YourMembership) are always willing to help, even if it doesn’t have to do with our direct business. The best reps will even Google that for you!
Take advantage of any and all training
Knowledge is not only power, but also creates efficiency. Take advantage of any training you can get your hands on. The more you know about the product you use, the quicker you can do your job and work with customer support when you need help.
An updated browser will not only help you in business, but in life
You would be blown away by how keeping your browser up to date will greatly improve your online experience. There are many browsers to choose from; Chrome, Safari and Firefox are just a few of the most popular options. In many circumstances it’s not the browser that is the most important, but the version that you are using. Not convinced? Try it! Update your browser and see how well the internet runs. And better yet, adjust your settings to automatically update when a new version is released, so you don’t have to remember. Now that’s efficiency.
Customer Support Specialists are your greatest allies and personal advocates
The best customer service departments hire employees who are passionate about their clientele and don’t see you as just another ticket number. I can’t tell you how many times my employees have gone to battle on behalf of their customers. Customer Service Representatives are natural people-pleasers, and Customer Love is what truly inspires us and keeps our YM world going ’round.
When it comes down to it, customers and those that serve them want the exact same outcome: the customer’s success. I am overjoyed to be part of a company and team that strives for that same outcome day in and day out. I may have started my career in a restaurant (with an abundance of flare), but the same rules apply: happy customers = a happy livelihood!
I look forward to supporting your success.