Episode 83: 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!
[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?
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