Businesses that Care Podcast (formerly Mere Mortals Unite)
Business:Management
Episode 83: Customer Service: Switching the Mindset from Blame to Accountability
URL: http://www.julieannsullivan.com/customer-service-switching-the-mindset-from-blame-to-accountability
Carolyn Kopprasch is the Chief Happiness Officer at Buffer. Julie Ann was absolutely impressed by the level of attentive and meaningful customer service she received at Buffer when undergoing a very unique problem. For reference, this problem took a month to fix, but through that experience Julie Ann has become a lifetime customer of Buffer and their services. What did Carolyn and her team do so, so right, where they were able to turn a frustrated customer into a lifetime one? Find out in this week’s episode!
Key Takeaways:
[2:50] What are some of Carolyn’s superpowers at Buffer?
[4:00] Julie Ann had a problem with Buffer that took about a month to fix. Why did she wait so long for a solution?
[5:25] The amount of specialized care Julie Ann got from Buffer made her a customer for life.
[6:30] How does Buffer make sure communication with the customer is always top-notch across the board?
[8:30] What’s Buffer’s hiring process? How do they ensure they’re always getting good people?
[11:20] By the way, what is Buffer?
[14:00] Buffer looked at some of the frequently asked questions their reps were asking, and implemented a strategy so that that their reps could skip those questions, and get right into the meat of the problem.
[15:15] Buffer believes you shouldn’t have to write the same thing more than three times.
[18:30] Customer service reps are taught to validate your emotions, instead of trying to change your emotions/thoughts on the problem.
[22:50] No one wants to turn into a crazy person while on the phone.
[27:30] You can’t change what happened, you can only push through.
[28;30] The impact it has on the company when a customer can help detect and find a problem is enormous.
[29:15] What steps can you, the listener, take to become better empathizers?
Mentioned in This Episode:
Julieannsullivan.com
Buffer.com
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