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


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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 (13 customer reviews)
  • Amazon Best Sellers Rank: #282,071 in Books (See Top 100 in Books)

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Customer Reviews

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Throw some into your cart along with this book.
Richard
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.
Aaron Stewart
This book does an excellent job giving useful advice to not just the support staff but to the entire company.
Steve W

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 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 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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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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