The scientific approach to dealing with problems Customer Support leaders face regularly
Some parts of the book were a bit heavy on the platitudes
This ebook on being heard as a customer support leader is a truly enjoyable read on the mindset it takes to be successful as a customer support specialist.
There is an art to juggling the needs of customers with the needs of the company and it's not an easy one to master. We were blown away with some of the methods real support leaders use in their everyday jobs to get business leaders to listen to the voice of the customer.
Occasionally, the book dropped some platitudes, but they didn't feel out of place or forced. We do wish there were a few more worksheets or activities so we could better apply the psychology to our customer support practice.