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10 Support Leaders Weigh In On How To Be Heard

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Customer Support leaders from companies like Printify and Zapier share their tips for aligning internal teams around the voice of the customer. But it is more than a book for CS teams — anyone who wants to be a better team player can learn from the 10 customer support pros quoted in this book. Where CS needs tips on tying customer sentiment back into concrete business metrics (NPS, who??), someone else might learn how to get upper management to care about their department. From keeping up morale to earning company buy-in, this free book can offer something for every team.

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you should read this ebook if...

  • You work on or lead a customer support team
  • You're looking for ways to empower and uplift your team within the organization
  • You need advice on how to combine quantitative and qualitative data in a way that drives business results and helps gain the support of other departments

about this ebook

Picture this: You’re a Customer Support leader trying to make the voice of the customer heard in your organization. What do you do to create a customer-centric company culture? The 10 pros interviewed in this book recommend a few things like: make sure your team feels recognized by the rest of the company, create support specific metrics that tie customer sentiment directly to business pain, and leverage diplomacy to rally the entire organization behind your cause. It might be easy to overlook from the outside, but customer support is a team that every other depends on to create a successful business.

Customer Support leaders from companies like Printify and Zapier share their tips for aligning internal teams around the voice of the customer. But it is more than a book for CS teams — anyone who wants to be a better team player can learn from the 10 customer support pros quoted in this book. Where CS needs tips on tying customer sentiment back into concrete business metrics (NPS, who??), someone else might learn how to get upper management to care about their department. From keeping up morale to earning company buy-in, this free book can offer something for every team.

10 Support Leader...ProdsightInternal Communication10 Support Leaders Weigh In On How To Be HeardYour organization needs an internal communication framework or methodology to ensure departments and teams are working together…even without literally working together. You work more effectively when you know just how to communicate across teams and up and down management. Get your internal messaging and programs all on the same page with these free guides to internal communication.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.10 Support Leader...ProdsightInternal Communication10 Support Leaders Weigh In On How To Be HeardYour organization needs an internal communication framework or methodology to ensure departments and teams are working together…even without literally working together. You work more effectively when you know just how to communicate across teams and up and down management. Get your internal messaging and programs all on the same page with these free guides to internal communication.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

Picture this: You’re a Customer Support leader trying to make the voice of the customer heard in your organization. What do you do to create a customer-centric company culture? The 10 pros interviewed in this book recommend a few things like: make sure your team feels recognized by the rest of the company, create support specific metrics that tie customer sentiment directly to business pain, and leverage diplomacy to rally the entire organization behind your cause. It might be easy to overlook from the outside, but customer support is a team that every other depends on to create a successful business.

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10 Support Leaders Weigh In On How To Be Heard
Reviewed by
Mekkie Bansil
4.8
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What we loved:

The scientific approach to dealing with problems Customer Support leaders face regularly

What we didn't love:

Some parts of the book were a bit heavy on the platitudes

Summary:

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.

31 pages
Table of Contents
Interviews from the field
ISBN
978-0107744755

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