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

16 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 (16 customer reviews)
  • Amazon Best Sellers Rank: #307,522 in Books (See Top 100 in Books)

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2 of 2 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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2 of 2 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 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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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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1 of 1 people found the following review helpful By Steve W on June 1, 2014
Format: Kindle Edition Verified Purchase
I have worked over a decade in customer service roles with different companies. This book does an excellent job giving useful advice to not just the support staff but to the entire company. I would recommend that everyone with a product to sell read this book. There are some great history lessons in this book including, the customer is always right. Thank you Sarah for validating some of my ideas about how customers should be treated.
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1 of 1 people found the following review helpful By gatsby on April 7, 2014
Format: Paperback Verified Purchase
Even if you aren't in the tech world, there's a wealth of information here on customer service. You can extrapolate some nuggets of wisdom no matter your field. This book is must reading for anyone who deals with the public and wants to do a better job serving them.
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1 of 1 people found the following review helpful By Tyler on March 20, 2014
Format: Paperback
This book is a life saver if you work in customer service or own your own company. Full of really practical and insightful help not just on how to keep your customers happy, but how to inspire them and keep them coming back for more. Ignore this book at your own risk.
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3 of 4 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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