- 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: 10.6 ounces
- Average Customer Review: 21 customer reviews
- Amazon Best Sellers Rank: #962,269 in Books (See Top 100 in Books)
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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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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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Top customer reviews
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Overall message is simple, "Do what is right for the customer." Sarah Hatter breaks the mold that has existed for decades. Your most vocal customers, whether positive or negative, are your greatest source of knowledge. They then become advocates for your product/company and help build your brand. Plus you get to feel great that you caught and helped somebody before they fell through the cracks!
Book is short and less cheesy than most customer support guides.
If you are starting out in the Customer Support field or starting a company this is a great book to read. Helps you rethink your tone. What seems polite to you, can be read insultingly by your customers. Learn to write in a tone that will never be portrayed as anything but friendly.