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The Customer Support Handbook: How to Create the Ultimate Customer Experience for Your Brand Paperback – February 4, 2014

15 customer reviews

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Editorial Reviews

About the Author

Sarah Hatter is a writer, public speaker and startup founder. She founded CoSupport in 2011 and has worked with over 200 companies since then, teaching excellence in customer support and user experience. Her public speaking career has lead her to present at Microsoft, Google, and Facebook, and tech conferences such as LessConf, MicroConf and the Business of Software Conference. She lives in Chicago, IL
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Product Details

  • Paperback: 216 pages
  • Publisher: CoSupport; 1 edition (February 4, 2014)
  • Language: English
  • ISBN-10: 0615962017
  • ISBN-13: 978-0615962016
  • Product Dimensions: 5 x 0.5 x 8 inches
  • Shipping Weight: 7.8 ounces (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Best Sellers Rank: #43,286 in Books (See Top 100 in Books)

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Most Helpful Customer Reviews

3 of 3 people found the following review helpful By Chase Clemons on March 20, 2014
Format: Paperback
This is THE book for making sure your customers get the best online service possible. From specific examples to big picture thinking, Sarah outlines the why and how of creating a great customer experience.
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2 of 2 people found the following review helpful By Tim Cheadle on April 1, 2014
Format: Paperback
If you care about making money, you should care about making your customers happy. If you care about making your customers happy, you should read this book.

Sarah Hatter and her CoSupport team are the most thoughtful customer support mentors that I've ever encountered, and this book contains a wealth of knowledge about how to do it well. Seriously, you're probably doing it wrong without even knowing it. The lessons in this book will help open your eyes to what a good customer experience looks like.
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2 of 2 people found the following review helpful By Graham Murphy on March 20, 2014
Format: Paperback
Sarah Hatter has long been a respected voice in the customer support community. Her experience shines as you flip through the pages of The Customer Support Handbook--which is a must have for support n00bz and veterans alike.
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1 of 1 people found the following review helpful By Dave Rodenbaugh on April 14, 2015
Format: Paperback
I've been a support professional for a number of years--first job out of college was customer support at a small software company. I thought I had customer support engrained in my blood when I started running a WordPress plugin business in 2010. Sarah gave a talk at an entrepreneur conference in 2012 and was offering this book in an early package. Hearing her speak, I was convinced she knew what she was talking about and signed up for the book. Three months later, I got it and I was NOT disappointed.

Dense and rich, with stories, specific scripts, history, and great philosophical discussions, this book has transformed my customer support for plugins. I went from a 4 out of 5 stars rating my plugin to 4.7 out of 5 today. Her emphasis of language makes a HUGE difference in how you handle customers, frontline support, refunds, and angry people.

Sarah truly understands the psyche of the support role and her book is a must have for any support professional, manager or otherwise.
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1 of 1 people found the following review helpful By Aaron Stewart on March 20, 2014
Format: Paperback
There's so much great stuff in here, and it's written and compiled in a way that makes it very engaging and entertaining, while still being very informative. Our company is known for our great customer support, so it's really cool to see so much of what we already do validated in this book, but it's equally if not more useful to get tips and insight on ways we can still improve. I love the guideline chapters at the end that take some of the stuff that was written in paragraph form earlier in the book and condensed to bullet points. That's going to be very helpful to continually remind ourselves of some of those best practices and guidelines.

I bought one copy initially so I could read it myself and see how beneficial it might be for my team, and after just reading a couple of chapters it was already clear that I want them each to own their own personal copy.
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1 of 1 people found the following review helpful By M. Morgan on March 31, 2014
Format: Paperback
If you run a support outfit big or small, this book will help you get your s#%t together (excuse my french). We run a 24-hour support operation that deals with inbound calls, emails, and chats. We used this book to first help us identify things we were doing that was not beneficial to our customers, then to train our agents on better ways to handle customers and situations. I ended up using the book a guide for one helluva training session and I'm making it a required reading for ll of the support supervisors. If you deal with customers, but this book!
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1 of 1 people found the following review helpful By Eugen Oprea on May 13, 2015
Format: Paperback Verified Purchase
This book is exactly what it says: "The Customer Support Handbook". It's easy to read, filled with great and actionable advice (example replies that you could use straight away) and it will help you deliver a better experience to your customers.

The Customer Support Handbook is a must read for every founder and customer support representative that wants to wow customers.

I personally keep it on my desk and get back to it almost daily.
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Format: Paperback
This book is great. It has already made me rethink what customer support actually is, and I started making changes to my customer support process after reading the first couple of chapters. If you want customers who stick around for the long haul and who are happy at every level of interaction that they have with you, you need this book. It should come standard with highlighters! Throw some into your cart along with this book. You're gonna need em.
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The Customer Support Handbook: How to Create the Ultimate  Customer Experience for Your Brand
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