Essi Ahtola’s Post

∆∆ Wednesday Wisdom: Elevating Customer Support 🌟 Happy Wednesday, LinkedIn network! In my 6+ years of experience in customer support and sales, I've learned that exceptional customer service is the backbone of any successful business. Here are a few insights that have helped me thrive in this dynamic field: 1. Empathy is Key: Understanding and addressing customer concerns with genuine empathy builds trust and loyalty. Every interaction is an opportunity to make a positive impact. 2. Active Listening: Truly listening to customers’ needs allows us to provide tailored solutions that exceed their expectations. It’s not just about hearing but understanding and responding effectively. 3. Continuous Improvement: The customer support landscape is ever-evolving. Staying updated with the latest tools and techniques ensures we’re always at the forefront of delivering excellence. 4. Team Collaboration: Great support is often a team effort. Leveraging the strengths of each team member creates a cohesive unit that can tackle any challenge. 5. Positive Attitude: Maintaining a positive, solution-oriented mindset helps navigate even the toughest customer interactions with grace and professionalism. I'm passionate about delivering top-notch support and am always eager to connect with like-minded professionals and recruiters who value exceptional customer service. Let’s connect and share our experiences! 💬🔗 #CustomerSupport #CustomerServiceExcellence #CareerGrowth #ProfessionalDevelopment #Sales #VirtualAssistant #CustomerExperience

DON'T MISS THIS... Tips to Improve Communications as a Customer Service Specialist. 👇👇👇👇👇👇👇👇👇👇👇👇👇👇👇 📌 Practice patience and empathy Show that you care for your customers even if they share their frustration. Some customers need that extra word of assurance or a higher level of engagement to feel satisfied with the outcome. Also, being patient allows you the time to figure out the root cause of the problem and how to provide an effective solution instead of closing the loop in a hurry. 📌 Communicate clearly and concisely Clarity requires you to break down complexities into concepts that are easily digestible for your customers. Clear communication prevents customer frustration by ensuring that there are no miscommunications. 📌 Listen to your customers intently Waiting on hold forever to get the help you need can be very frustrating, but having a customer service Rep get you an incorrect answer is even worse when it comes to customer frustration! So listening carefully to what customers are saying is probably the single most effective strategy to provide the solution they need. You might not be able to help them, and perhaps you need to contact someone else, but ultimately, if you understand their actual problem, you’ll give them a solution. Listen to your customers with attention to specific details, understand their problems’ magnitude, and identify internal areas of improvement. 📌 Display emotional intelligence Empathizing with a problem or frustration your customer can go a long way – customers feel better when you’re honest and genuinely care about fixing their issue. 📌 Be proactive in your approach Going the extra mile with a customer is a fantastic way to delight your customers. Anticipating potential issues that your customers may face and providing a solution can save them a headache. For instance, you can communicate foreseeable issues in advance via email or chat and offer help instantly when customers are showing visible signs of frustration. Proactive communication can play a major role in ensuring why your customers stick to your brand. What other tips do you know that can help to improve communication as a customer service specialist? I am Faith Balogun, a Certified dynamic Customer Success Specialist with over 7 years of experience. I am on a mission to redefine customer excellence. . . . #linkedin #customerservice #customerexperience #customerfeedback #customerinsights #customeracquisition #customerservice #viral

Am a Magician..... Am proud to be.....yes Not all magicians wear hats...some where headset....😂😂😂 Let me walk you through my magical Act... The Magic ✨️ of a Customer Support Agent... customer support agents are the unsung heroes who weave magic into every interaction. ✨️ Their work goes beyond just solving problems; it's about creating memorable experiences that foster loyalty and trust. 🎇 what makes our role so magical: 1. Empathy in Action: Customer support agents possess the incredible ability to understand and share the feelings of others. They listen actively, ensuring customers feel heard and valued. 2. Problem-Solving Wizards: With a deep knowledge of products and services, these agents quickly identify issues and provide effective solutions, turning potential frustrations into positive outcomes. 3. Master Communicators: Clear and concise communication is their forte. Whether through chat, email, or phone, they convey information in a way that’s easy to understand, bridging the gap between the company and its customers. 4. Adaptability and Resilience: No two days are the same in customer support. Agents adapt to diverse situations and maintain their composure, even in challenging scenarios, showcasing remarkable resilience. 5. Building Relationships: By nurturing relationships and providing personalized support, they transform one-time customers into lifelong advocates. Let's take a moment to appreciate the magic customer support agents bring to our businesses. Their dedication and skills not only resolve issues but also build the foundation for lasting customer relationships. 🌟 Am Joy obodoefuna your top-notch customer support specialist. ✌️ To revamp your customers experience am a DM away. aka.Magician. #customerservice #customersuccess #CustomerSupport #CustomerExperience #CX #BusinessMagic #CustomerServiceExcellence #Gratitude

🚫 Avoid These Common Pitfalls: The Don'ts of a Customer Support Specialist 🚫 Let's talk about something crucial for anyone rocking the customer support world: the DON'Ts. Yep, those pesky mistakes we all want to steer clear of. So, whether you're a seasoned pro or just diving into the realm of support, here are a few things to keep in mind to ensure you're always on top of your game: 1. Don't Forget the Human Touch: In the age of automation, never underestimate the power of a personal touch. Your customers want to feel heard and understood, so don't skimp on the empathy! 2. Don't Ghost Your Customers: We've all been there - stuck waiting for a response that never comes. Don't leave your customers hanging! Even if you don't have an immediate solution, a quick acknowledgment goes a long way. 3. Don't Make Assumptions: One size does NOT fit all when it comes to customer issues. Avoid jumping to conclusions or assuming you know what the problem is before truly understanding the situation. 4. Don't Get Defensive: It's natural to want to defend your company or product, but remember, the customer's perception is their reality. Instead of being defensive, focus on finding a solution that works for both parties. 5. Don't Overpromise and Underdeliver: It's tempting to promise the moon to make a customer happy, but be realistic about what you can actually deliver. Overpromising only sets you up for failure in the long run. 6. Don't Forget to Follow Up: Closing the loop is key to great customer service. Make sure you follow up with customers after resolving an issue to ensure they're satisfied and to gather feedback for improvement. So there you have it, folks! Keep these don'ts in mind, and you'll be well on your way to customer support stardom. Have any other tips to add? Drop them in the comments below! Let's keep the conversation going. #CustomerSupport #TipsandTricks #Customerservice #hiring

🌟 Do's and Don'ts for Beginners in Customer Success and Service Roles 🌟 Are you starting out in a customer success analyst or customer service representative role? Here are some essential tips to excel: Do's: *Understand Your Customers: Take time to learn about your customers' needs, pain points, and goals. *Listen Actively: Practice active listening to comprehend customer issues fully before offering solutions. *Communicate Clearly: Use simple, jargon-free language to ensure customers understand you. *Be Empathetic: Show empathy towards customers' concerns to build trust and rapport. *Learn Continuously: Stay updated with product knowledge and industry trends to provide better support. *Follow Up: Always follow up with customers to ensure their issues are resolved and expectations are met. Don'ts: *Don't Assume: Avoid assuming what the customer needs; instead, ask questions to clarify. *Don't Rush Responses: Take the time needed to provide accurate and helpful solutions. *Don't Take it Personally: Customers might be frustrated, but it's not about you. Stay calm and professional. *Don't Overpromise: Be realistic about what you can deliver to manage customer expectations. *Don't Forget to Document: Keep detailed records of customer interactions for future reference. *Don't Stop Improving: Strive for improvement and learn from every customer interaction. Remember, success in these roles hinges on building strong relationships and solving problems effectively. Embrace these tips, and you'll be on the path to becoming a customer champion! 💪 #CustomerSuccess #CustomerService #NewBeginnings #CareerTips

DO YOU KNOW? Customer success manager plays customer support roles Proactive customer support is a strategy where businesses anticipate and address customer issues before they arise, rather than just reacting to problems as they occur. Here are some key aspects and benefits of proactive customer support:Key 🌟Aspect Monitoring and Analytics: Using data and analytics to identify common pain points and predict potential issues. 🌟Customer Education: Providing resources like FAQs, tutorials, and knowledge bases to help customers use products or services effectively. 🌟Automated Alerts: Sending notifications about service changes, potential disruptions, or required actions before customers encounter problems. 🌟Feedback Actively soliciting customer feedback to identify and resolve issues early. 🌟Personalized Communication: Using customer data to tailor support messages and offers, enhancing the overall experience. 🌟Multi-Channel Support: Offering help through various channels, such as email, chat, social media, and phone, to meet customers where they are. All these strategies can be adopted as a CSM for customer success is our primary goal. #customersuccess #proactivecustomersupport #feedback #happyweekend

Transitioning from customer support to customer success involves a shift in mindset. Here are some of the things I learned during my last year and a half in customer success. Proactivity vs. Reactivity: In customer support, the focus is on reacting to customer issues as they arise. Customer success, in contrast, emphasizes proactively anticipating and addressing needs before problems surface. Active Listening vs. Solution Presentation: Customer support presents solutions; customer success involves active listening to understand customer goals. It's about building a comprehensive understanding before proposing solutions aligned with long-term objectives. Relationship Building vs. Transactional Interactions: Customer success is relational, building long-term partnerships by understanding business objectives. Customer support tends to be transactional, resolving immediate problems without delving into broader contexts. Managing Expectations vs. Immediate Fixes: Customer support aims for immediate issue resolution. Customer success involves managing expectations through transparent communication, fostering sustainable and trusting relationships. Feedback Utilization vs. Reactive Response: Customer success utilizes feedback strategically, understanding sentiments for continuous product improvement. Customer support primarily focuses on reactive issue resolution without leveraging feedback strategically. Ultimately success in this new role requires a proactive, customer-centric mindset prioritizing anticipation of customer needs. #CustomerSuccess #TransitionInCareers

🔍 Customer Support vs. Customer Success: A Key Distinction I had an eye-opening conversation with Ed Powers today about the evolving landscape of customer-facing roles. As someone who's spent most of my career in technical customer-facing positions that blended these roles, I'm fascinated by how companies are now separating these disciplines to maximize customer value. Here's what I learned: 📞 Customer Support/Service: • Reactive approach • Focuses on immediate issues • Short-term interactions • Measured by resolution time and satisfaction 🚀 Customer Success: • Proactive strategy • Concentrates on long-term goals • Ongoing relationship management • Measured by retention, upsells, and adoption By distinguishing these roles, companies can: ✅ Efficiently resolve day-to-day issues ✅ Strategically work towards broader customer objectives ✅ Improve overall customer experience ✅ Drive business growth Have you noticed this shift in your organization? How has it impacted your customer relationships? #CustomerExperience #BusinessStrategy #CustomerSuccess

From Frustrated Fixer to Fearless My Customer Support to Sales Specialist Journey.. Ever think the person solving your tech woes could be the one selling you the next big solution? That was me 7 years ago, on the customer support front lines. Headsets, endless tickets and a smile for every frustrated caller- it was my daily grind. But here’s the thing: I thrived on understanding customer needs. Every interaction was a puzzle- how could I use my knowledge to make their day better? One day it clicked. These weren’t just support calls, they were conversations filled with potential. Customers weren’t just problems, they were opportunities to create real value. That’s when I decided to take a leap. I spoke to my manager, enrolled in every sales training I could find and soaked up product knowledge like a sponge. It wasn’t easy- the transition from supporter to seller required a mindset shift. But the fire in me was real. Today, I’m more a Sales specialist and let me tell you, there’s no greater satisfaction than seeing a customer’s eye light up when they discover how a product can truly transform their business. It’s the same thrill of solving a problem but on a whole new level. My customer support background isn’t baggage, it’s my superpower. I understand customer pain points on a visceral level and that fuels my passion for crafting solutions that make a difference. So to all my fellow customer support warriors out there, this is your sign, your expertise is valuable. If you have the drive, the world of sales could be waiting for you, filled with exciting challenges and the immense reward of building lasting customer relationships. #customersupport #sales #carrershift #neverstoplearning

Having spent my whole career in customer-facing roles and over a decade as a Technical Support leader, I’ve come to appreciate the difference between: "The Customer is Always Right" and "Put Customers First." In my earlier career, with the best of intentions, I was eager to please, and too willing to operate in grey areas, and provide services that the customer would never want to give up: e.g. senior support reps designated to a customer, private customer Slack channels, free monitoring, additional resources, best practice advice, etc… I’m reminded of when employees got so used to the free lunches at a previous company that I heard someone grumble, “Oh it’s salmon again!”. Although initially effective, this becomes the customer’s new normal and trying to return to business as usual feels like a downgraded service. On the other hand “Put Customers First”, is subtly different, focusing on gaining an understanding of customer needs. When I have taken the time to ask pertinent questions, understand how they are using the software and how the support case is impacting their business. I've found that what the customer actually needs can be met through existing services. This approach creates a sustainable plan that benefits the customer in the long term and means my team isn’t playing out of position. If the right thing for the customer is to create something bespoke then it has to be done but I will communicate and agree on exit criteria. Customer dissatisfaction is not a time for knee-jerk reactions but rather a call to action; a catalyst for discussion, greater understanding and service improvement. #CustomerSupport #CustomerFirst #CustomerSuccess