Category: Customer Success

Working within a client support organization, you may often come across examples of exclusive language being used that can leave customers confused and, sometimes, even expecting the opposite of what you meant.

Revealing the language we often forget – geographical & cultural exclusion and the use of jargon – with examples of where they’ve been used in real-life situations, this post will guide you through how easy it is to make these mistakes and what we can do to correct this.

So, let’s talk about how you can ensure that issues are resolved as swiftly as possible, without unnecessary interruption.

For this, I’m going to start off with a true story. A story of how major IT incidents were dealt with by my previous employers.

Let’s talk about improving your own support abilities by tracking the work of others.

You’ll come across people, in whatever line of support that you work in, with a style that you like – they may be colleagues or they may simple be people you see in forums. Whether it’s their social patter with the customer or whether it’s how they deal with more difficult subjects, rather than think “yeah, that’s good” and move on, why not consider a bit of non-creepy stalking? I’ll give you my own, personal examples.