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How can you build a professional customer support persona?

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Customer support is not just about answering questions and solving problems. It's also about creating a positive impression of your company and building trust with your customers. To do that, you need to develop a professional customer support persona that reflects your values, skills, and personality. A customer support persona is a way of presenting yourself to your customers that shows them who you are, what you can do, and how you can help them. In this article, we'll show you how to build a professional customer support persona in six steps.

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Jordain Brown

Connector of People
Mostafa A.

Sales Executive | Client relations manager | Marketing associate
Love Chukwudum

Airbnb Co-host | Vacation Rental Manager | STR Arbitrage Finder | Short-Term Rental Management | Remotely Supporting…

1 Define your goals

The first step to building a professional customer support persona is to define your goals. What do you want to achieve as a customer support agent? How do you want to help your customers and your company? What are the key skills and qualities that you need to succeed in your role? By answering these questions, you can set a clear direction for your persona and align it with your career aspirations.

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Jordain Brown

Connector of People
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For me starting off with the goal of providing a sense of comfortability while maintaining a bit of professionalism goes a long way. You can tell if you are hitting that mark by the way that a customer responds to your interactions. If they feel that from Day one it ensures success as a long-term reward.

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2 Know your customers

The second step to building a professional customer support persona is to know your customers. Who are they, what are their needs, challenges, and expectations? How do they communicate, what tone and language do they prefer, and what are their emotional triggers? By understanding your customers, you can tailor your persona to match their preferences and create a rapport with them.

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Mostafa A.

Sales Executive | Client relations manager | Marketing associate
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Considering the various types of customers you may encounter and tailoring your approach to meet their individual needs. Emphasize active listening and genuine empathy, understanding that customers may be frustrated, confused, or upset. Remember that every interaction is an opportunity to create a positive impression and build long-lasting customer relationships. Continuously seek feedback and learn from each customer interaction, adapting your persona to improve your service and address different situations effectively. Maintaining a positive attitude and a willingness to go the extra mile can leave a lasting impact on customers, making them feel valued and satisfied with the support they receive.

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3 Choose your voice

The third step to building a professional customer support persona is to choose your voice. Your voice is how you express yourself through words, tone, and style. It reflects your personality, attitude, and emotions. Your voice should be consistent, authentic, and appropriate for your audience and situation. You can use different elements of voice, such as formality, humor, empathy, and enthusiasm, to convey your message and connect with your customers.

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Jordain Brown

Connector of People
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Could NOT have said it better myself, tone and voice are one of my main focuses in business. Monitoring exactly how I respond even in a sense when things aren't going as well definitely goes a long way. But all things come full circle when customers and your coworkers are comfortable enough with you to "care". That speaks volumes as to how well you have culminated all of the talking points listed here.

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4 Develop your skills

The fourth step to building a professional customer support persona is to develop your skills. Your skills are the abilities and knowledge that you use to perform your tasks and solve problems. They include technical, communication, and soft skills, such as product knowledge, writing, listening, problem-solving, and teamwork. You should constantly learn new skills and improve your existing ones to enhance your persona and deliver quality service.

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Mostafa A.

Sales Executive | Client relations manager | Marketing associate
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Being proactive in identifying areas for improvement and seeking opportunities for continuous learning. Embrace feedback from customers and supervisors, as it can offer valuable insights into your strengths and areas that need refinement. Seek out training programs, workshops, or online courses that can enhance your technical expertise and communication abilities, for me I recently completed a data analytics course to better understand customer journey, customer behavior and needs, and I can’t tell you how that helped me to understand the full picture and enable me to take critical decisions. Remember that honing your soft skills is equally important.

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5 Follow best practices

The fifth step to building a professional customer support persona is to follow best practices. Best practices are the standards and guidelines that help you provide excellent customer service and avoid common mistakes. They include things like greeting your customers, using positive language, showing empathy, asking for feedback, and following up. By following best practices, you can demonstrate your professionalism and competence and earn your customers' trust and loyalty.

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6 Seek feedback

The sixth and final step to building a professional customer support persona is to seek feedback. Feedback is the information and opinions that you receive from your customers, colleagues, managers, and mentors about your performance and behavior. It helps you identify your strengths and weaknesses, measure your progress, and learn from your mistakes. You should actively seek feedback from various sources and use it to improve your persona and service.

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Love Chukwudum

Airbnb Co-host | Vacation Rental Manager | STR Arbitrage Finder | Short-Term Rental Management | Remotely Supporting Hosts | I help STR property owners simplify the complexities of managing short-term rentals with ease.
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Seek feedback from supervisors, colleagues, and customers. Use constructive criticism as an opportunity to learn and grow, while improving your skills and performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build a professional customer support persona?

1

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3

4

5

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1 Define your goals

2 Know your customers

3 Choose your voice

4 Develop your skills

5 Follow best practices

6 Seek feedback

7 Here’s what else to consider

Customer Support

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How can you build a professional customer support persona?

1

2

3

4

5

6

7

1 Define your goals

2 Know your customers

3 Choose your voice

4 Develop your skills

5 Follow best practices

6 Seek feedback

7 Here’s what else to consider

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