The goal as a company is to have customer service that is not just the best but legendary. ~ Sam Walton
I liken the customer support role to the job of a fireman or security guard, constantly at the ready to help people when things don’t go as planned. And as a result, it is very much like the weather these days - unpredictable. We need to be on guard every day, every minute and we need to anticipate the things that may happen that will potentially negatively impact customers. The key skill, the secret weapon, in successfully supporting customers, is the ability to anticipate.
My first job was with a call centre, where I supported a UK broadband provider's customers. We were given what seemed to be very thorough technical and communication training, so when they said I would begin taking calls, I was ready to make a difference. During one of my first calls I was able to fix the customer's broadband issue. Whilst chatting in general I learnt he owned another device. The connection of this device would have to be re-established with the router as well, which, if left unaddressed, would have required him to call customer care again. This was a great lesson to me to try to foresee issues that may arise and attempt to solve them before they impact the customer. I received excellent feedback from the customer during the subsequent customer satisfaction feedback call, and it became my goal to anticipate any future issues that may arise.
Supporting our valuable customers at Cyara, is not just about fixing things, we are constantly building trust with the product, brand and organization. We take seriously our tremendous opportunity to create value for customers. Our customers learn that we will go to extremes to fix their issues and, because of this organization-wide effort, we reliably provide our customers with the support and outcomes they seek.
Your customer doesn't care how much you know until they know how much you care. ~ Damon Richards
I enjoy working in customer support at Cyara, because I know that all my colleagues are committed to provide great results for our customers, and that gives me great job satisfaction, and I sleep very well!