Customer “Success”
I have worked in a lot of different places, restaurants, retail stores and even rented kayaks, but the one thing that has always stayed the same were the customers. Most of the time they were pretty nice and understanding. But I could see when they were frustrated as well. And me is the recipient of the customer would try to accommodate for their needs,but there were always things that were out of my control like having to wait in turn to get information or a lack of communication somewhere down the pipe line that would upset the customer. That is the down side of working customer “service”
Lucky for us, the more modern companies rely on their customers to mold their company and help them grow in the right direction. To get to that right place, the customer “success” teams are there to guide it.
Customer success reps love helping people find what their problem is and solve it for them all while being able to explain how to use the product. How do they do this? Simply put: the customer success team offers guidance and support to show customers how to navigate and use a product to its fullest.
There are certain things that make the difference between a good customer success rep and a great one.
Proactive
To be successful, in the field, the number one ingredient is being proactive. The company Drift is a company that comes to mind who practices this well, as they do an excellent job in showing how to be better with customers. As soon as you go to their website they use live chat bots to greet you, and set you up with customer success team to help you find what you are looking for.
Be Empathetic
What is the most important part of customer success? Having empathy comes to mind and actually caring for the customer also has high chances of being a successful CS rep, because everyone likes to be cared and appreciated for. That includes when the CS is on the phone answering questions or live chatting their customer.
Communication
Clear and concise communication makes the job also a lot easier as well . If the customers understands the flow of information, then the CS has done their job. From there, it is of the utmost importance for the CS to report to the rest of the company (sales, marketing, etc.) what the customers values are and how they as a company can fit those needs for this customer and in the future.
Key takeaways
: I found it very interesting that the people who are in the CS role do more than their daily work. They market, sell and focus on the operations of the other departments to do their best to help the company. This makes it very easy to jump to another department that you could be interested in.
So if you have a knack for solving puzzles, have good people skills, and good communication mixed with good tech skills, then perhaps Customer Success is something that you should consider.
