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HIRING YOUR CUSTOMER SUPPORT DREAM TEAM 3 Table of Contents 1. The Personality 2. The Search 3. The Resume 4. The Interview 5. The Onboarding 6. The Team Conclusion 6 11 17 21 2734 39
10 THINGS - HELP SCOUT It’s ˜ tough question. One w˜˚ ˚our business c˜n find ˜nswers is to ex˜mine rese˜rch in soci˜˛ ps˚cho˛og˚. Be˛ow ˜re 10 such studies th˜t reve˜˛ things ˚ourAN EBOOK BY 10
Gaylord Opryland ‘WOWs’ a Repeat Customer 11 10 Stories of Unforgettable Customer Service During each stay McMenemy found herself entranced by one of the features in her hotel room—an alarm clock that played light music;25 - HELP SCOUT
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
INTRODUCTION
INTRODUCTION “Thanks” has a nice ring to it, but words don’t carry the gravity of actions. If you’re in the customer service business—and every ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. THE STATE OF LIVE CHAT www.helpscout.net/live-chat/ References.. www.helpscout.net/live-chat-statistics/ BEACON Help content, email, and live chat — all rolled into one customer companion. SAMPLE SUPPORT CAREER ADVANCEMENT FORMULA Hero (Support rep) - Everyone starts here. Default status • Supports our customers via Phone, Email, and Chat • Interacts and troubleshoots technical problems to ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. A BRIEF GUIDE TO A BETTER E MAIL A Brief Guide to a Better Email | 2 About the Author Chase is the guy behind Support Ops, a community devoted to bringing humanity back tothe world of
HIRING YOUR CUSTOMER SUPPORT DREAM TEAM 3 Table of Contents 1. The Personality 2. The Search 3. The Resume 4. The Interview 5. The Onboarding 6. The Team Conclusion 6 11 17 21 2734 39
10 THINGS - HELP SCOUT It’s ˜ tough question. One w˜˚ ˚our business c˜n find ˜nswers is to ex˜mine rese˜rch in soci˜˛ ps˚cho˛og˚. Be˛ow ˜re 10 such studies th˜t reve˜˛ things ˚ourAN EBOOK BY 10
Gaylord Opryland ‘WOWs’ a Repeat Customer 11 10 Stories of Unforgettable Customer Service During each stay McMenemy found herself entranced by one of the features in her hotel room—an alarm clock that played light music;25 - HELP SCOUT
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
INTRODUCTION
INTRODUCTION “Thanks” has a nice ring to it, but words don’t carry the gravity of actions. If you’re in the customer service business—and every ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. THE STATE OF LIVE CHAT www.helpscout.net/live-chat/ References.. www.helpscout.net/live-chat-statistics/ BEACON Help content, email, and live chat — all rolled into one customer companion. SAMPLE SUPPORT CAREER ADVANCEMENT FORMULA Hero (Support rep) - Everyone starts here. Default status • Supports our customers via Phone, Email, and Chat • Interacts and troubleshoots technical problems to ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks.INTRODUCTION
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks.25 - HELP SCOUT
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. DOWNLOADS.HELPSCOUT.NETTRANSLATE THIS PAGE downloads.helpscout.netINTRODUCTION
4 Below are two phrases used to wrap up a door-to-door donation request. Researchers tested the e!ect of the slight variation in wording. ÒW ould you be willing to DOWNLOADS.HELPSCOUT.NET ; [ %!PS-Adobe-3.1 EPSF-3.0 %ADO_DSC_Encoding: MacOS Roman %%Title: hs-logo-white.eps %%Creator: Adobe Illustrator(R) 20.1 %%For: JaredMcDaniel %%
HIRING YOUR CUSTOMER SUPPORT DREAM TEAM 3 Table of Contents 1. The Personality 2. The Search 3. The Resume 4. The Interview 5. The Onboarding 6. The Team Conclusion 6 11 17 21 2734 39
HELP SCOUT ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks.25 - HELP SCOUT
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
10 THINGS - HELP SCOUT It’s ˜ tough question. One w˜˚ ˚our business c˜n find ˜nswers is to ex˜mine rese˜rch in soci˜˛ ps˚cho˛og˚. Be˛ow ˜re 10 such studies th˜t reve˜˛ things ˚our A BRIEF GUIDE TO A BETTER E MAIL A Brief Guide to a Better Email | 2 About the Author Chase is the guy behind Support Ops, a community devoted to bringing humanity back tothe world of
INTRODUCTION
INTRODUCTION “Thanks” has a nice ring to it, but words don’t carry the gravity of actions. If you’re in the customer service business—and everyAN EBOOK BY 10
Gaylord Opryland ‘WOWs’ a Repeat Customer 11 10 Stories of Unforgettable Customer Service During each stay McMenemy found herself entranced by one of the features in her hotel room—an alarm clock that played light music; ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. THE STATE OF LIVE CHAT www.helpscout.net/live-chat/ References.. www.helpscout.net/live-chat-statistics/ BEACON Help content, email, and live chat — all rolled into one customer companion. SAMPLE SUPPORT CAREER ADVANCEMENT FORMULA Hero (Support rep) - Everyone starts here. Default status • Supports our customers via Phone, Email, and Chat • Interacts and troubleshoots technical problems to HIRING YOUR CUSTOMER SUPPORT DREAM TEAM 3 Table of Contents 1. The Personality 2. The Search 3. The Resume 4. The Interview 5. The Onboarding 6. The Team Conclusion 6 11 17 21 2734 39
HELP SCOUT ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks.25 - HELP SCOUT
6 There’s no need to break the bank with a lavish gift to thank a cus-tomer. Maybe your time is more valuable. Schedule a lunch at your customer’s office, order in for anyone that will join you, then sitand
10 THINGS - HELP SCOUT It’s ˜ tough question. One w˜˚ ˚our business c˜n find ˜nswers is to ex˜mine rese˜rch in soci˜˛ ps˚cho˛og˚. Be˛ow ˜re 10 such studies th˜t reve˜˛ things ˚our A BRIEF GUIDE TO A BETTER E MAIL A Brief Guide to a Better Email | 2 About the Author Chase is the guy behind Support Ops, a community devoted to bringing humanity back tothe world of
INTRODUCTION
INTRODUCTION “Thanks” has a nice ring to it, but words don’t carry the gravity of actions. If you’re in the customer service business—and everyAN EBOOK BY 10
Gaylord Opryland ‘WOWs’ a Repeat Customer 11 10 Stories of Unforgettable Customer Service During each stay McMenemy found herself entranced by one of the features in her hotel room—an alarm clock that played light music; ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. THE STATE OF LIVE CHAT www.helpscout.net/live-chat/ References.. www.helpscout.net/live-chat-statistics/ BEACON Help content, email, and live chat — all rolled into one customer companion. SAMPLE SUPPORT CAREER ADVANCEMENT FORMULA Hero (Support rep) - Everyone starts here. Default status • Supports our customers via Phone, Email, and Chat • Interacts and troubleshoots technical problems to HELP SCOUT ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. THE STATE OF LIVE CHAT www.helpscout.net/live-chat/ References.. www.helpscout.net/live-chat-statistics/ BEACON Help content, email, and live chat — all rolled into one customer companion. ACQUIRING CUSTOMERS WITH EMAIL 5 1. Email is more popular than social media. 2. People guard their email accounts, so engagement is much higher. 3. You’re competing with “fun” on social networks. DOWNLOADS.HELPSCOUT.NET downloads.helpscout.netINTRODUCTION
4 Below are two phrases used to wrap up a door-to-door donation request. Researchers tested the e!ect of the slight variation in wording. ÒW ould you be willing toINDEX
Sainsbury’s Takes Advice from a 3-Year Old 4 10 Stories of Unforgettable Customer Service Sainsbury’s Takes Advice from a 3-Year Old 1 A rigid attitude might just be the antithesis of greatcustomer
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