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How do you balance desired outcomes with having to assign out a lot of your work
Hi Everyone, I'm new here! I didn't know a community like this existed and it's wonderful to virtually meet everyone :) I'm blessed in my role to have a ton of resources at my disposal (Managed Services, technical product team members, heavily involved AEs, etc) but I really struggle with trusting those team members to…
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Customer Service Training
Yes I know this is predominately a CS & CX community but as a CX leader responsible for Customer Support alongside Success, Onboarding & Training I need some help. I've invested quite a lot of time and budget on training and enablement for my Success & Onboarding team but now I want to invest in upskilling my Customer…
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Establishing Executive Connections
Hi - We have a current push to assign executive sponsors and get them connected to customer execs. We are heavily focused on the enterprise and our key executive persona is the Chief Legal Officer or General Counsel. What type of framework have you used to incentivize either your champion to introduce your team or directly…
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Template for Interview Assignment
Hi CS Community! I am wondering if anyone here has any great assignments that they currently use during the interview process they are willing to share! We currently have an assignment that requires candidates to create a website and answer a client specific email example, but we are looking to focus it more so we can…
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Increasing the Effectiveness of the Hiring Process
This week we’re pleased to have Swati Garg as our guest writer. Swati founded a recruiting firm that focuses on Customer Success hiring. If you’re a CS leader looking to hire CSMs, this article offers advice on how to ensure a great experience for your company, your interviewers, and your candidates.…
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Interview Questions for CS role
CS interview questions for FrontLine CSMs and Leadership positions
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Hiring for a Client Support Specialist - Any good interview questions?
Hi GGR, My long time Customer Support Specialist is leaving after almost 7 years and therefore I'm in the process of just starting interviews. I've not had to hire for this role before - it is first and foremost managing the Tech Support queue via Zendesk/JIRA for our US customers, but includes other things - and I want to…
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Looking for Recommendation for Team Training/Guest Speaker on Phone Support
Good Morning! Our customer support team is looking to bring in a guest speaker/trainer to speak to our customer support team to discuss Phone Support strategies. In particular we would like to have someone come in and offer some perspective on why phone support is a value add to the customer experience, how to add value…