Most of my working life has been in some form of a customer-facing role… And it still is. Finally, though, things are different. Whether it was in fast food, retail, or working at Michigan’s Adventure, I was the person customers interacted with – but when you work in places like these, no matter the size, you are just another cog in the churning business machine. A faceless number, there to run a cash register and bear the...
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Without a solid FAQ in place, you’re wasting your team’s time as they answer the same basic questions time and time again.
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The second that we allow someone else to fail, simply because we know we won’t be personally affected, we’ve created an emotional barrier around ourselves that makes it a lot harder to benefit from our relationships.
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We’ve all had those experiences, where the person behind the counter or on the other end of the phone just didn’t do what we needed them to – it could be because of policy, attitude, or simply because the support person lacks the information/skill to give us what we want. This problem is compounded in the world of follow-up support, particularly subscription services and software support. It seems like common knowledge that these...
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