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Businesses that Care Podcast (formerly Mere Mortals Unite)

Mere Mortals Unite (MMU) and Businesses that Care (BTC) are two distinct series in this podcast. BTC is focused on building a business culture that allows your business to recruit and retain good talent. Our guests share ideas that work, to create a culture of engagement. On previous episodes of MMU we share superpowers that everyone has although they may not have discovered them yet, or forgotten them or given them away. Take them back, increase their use in your life. provides skills and techniques so you can discover your superpowers. The result is an increase in success and joy in your life and the lives of those that surround you. Let’s change the world one person at a time, starting with you!
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Feb 1, 2017

Episode 83: Customer Service: Switching the Mindset from Blame to Accountability

 

URL: http://www.julieannsullivan.com/customer-service-switching-the-mindset-from-blame-to-accountability

 

Carolyn Kopprasch is the Chief Happiness Officer at Buffer. Julie Ann was absolutely impressed by the level of attentive and meaningful customer service she received at Buffer when undergoing a very unique problem. For reference, this problem took a month to fix, but through that experience Julie Ann has become a lifetime customer of Buffer and their services. What did Carolyn and her team do so, so right, where they were able to turn a frustrated customer into a lifetime one? Find out in this week’s episode!

 

Key Takeaways:

[2:50] What are some of Carolyn’s superpowers at Buffer?

[4:00] Julie Ann had a problem with Buffer that took about a month to fix. Why did she wait so long for a solution?

[5:25] The amount of specialized care Julie Ann got from Buffer made her a customer for life.

[6:30] How does Buffer make sure communication with the customer is always top-notch across the board?

[8:30] What’s Buffer’s hiring process? How do they ensure they’re always getting good people?

[11:20] By the way, what is Buffer?

[14:00] Buffer looked at some of the frequently asked questions their reps were asking, and implemented a strategy so that that their reps could skip those questions, and get right into the meat of the problem.

[15:15] Buffer believes you shouldn’t have to write the same thing more than three times.

[18:30] Customer service reps are taught to validate your emotions, instead of trying to change your emotions/thoughts on the problem.

[22:50] No one wants to turn into a crazy person while on the phone.

[27:30] You can’t change what happened, you can only push through.

[28;30] The impact it has on the company when a customer can help detect and find a problem is enormous.

[29:15] What steps can you, the listener, take to become better empathizers?

 

Mentioned in This Episode:

Julieannsullivan.com

Buffer.com

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