Case Handling Best Practices - How to not just survive but thrive!
In this article I cover case handling best practices. Some people just seem to be able to work and resolve their cases (tickets/incidents) like a skilled ninja, whereas others struggle under the pressure. This article will show how you can not only just survive the pressures of support but thrive! You will come away seeing your customers in a new light, ready to deliver the best customer experience possible, while having fun and treating cases like solving fun puzzles. From the series "A Guide to Being the Best Customer Support Person"
Case Handling Best Practices
You process, update, and solve cases like a skilled professional! How do you do it?
Thriving Under Pressure and Handling Your Cases Like a Pro
For those with a little more time, here are some additional thoughts on this topic.
Burnout, Apathy; Call it what you want, the pressures of being the person solving other peoples problems, as well as the never ending stream of new cases each day can, if you're not careful, become demoralizing on the human spirit, no matter how much of a bubbly person you are.
You can find yourself falling into a rut, no longer motivated to solve that next customer service call with as much passion as you had when you first became a support person. Even worse, rather than doing all you can to find solutions quickly, past hurdles and internal realities with engineering or product management can have you buy into... "this is just the way it is." You begin to let cases fall into the "customer support black hole." You find yourself just going through the motions with each case. Following process for the sake of process. Days, weeks, or even months can go by between some updates, and customers find themselves typing in ALLCAPS to get an update out of you.
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What can you do to break through that burn-out barrier, and not just survive the daily pressures, but thrive under them?
I don't want to sound cliché, but in my experience, it does come down to some tried and true methods. As you read through the articles linked throughout, really try to understand the 'spirit' of great customer service. For example; Don't just say 'the customer must win', believe they must win!
More in this Series
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Whois Anthony Johnson
A former small business owner with 20+ years in large global customer support organizations. With first-hand experience working with hundreds of support professionals, the common mistakes made, and the lessons learnt. This enables Anthony to speak with authority on the best practices that proved successful in enabling support teams to thrive and deliver a customer experience that results in high CSAT and low Customer Effort.