- Paperback: 202 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: 23 customer reviews
- Amazon Best Sellers Rank: #953,436 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
Top customer reviews
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The book has sections written by other authors from industry and there is not connection between sections. It was difficult to follow the flow if there is one and some of these sections are really poorly written.
Personally, I care about people and helping them achieve their goals but sometimes I'm at a complete loss of how. Sarah Hatter helps you do that and adds in tons of great ways to respond to irate users or just plain rude ones!
The Customer Support Handbook has many suggestions, sample replies, and overall great advise from other SAAS companies, Wistia for example. It's an invaluable resource for any customer support manager or team member.
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.