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Matt Myszkowski
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 Support team.
While they have a lot of the foundation skills, how can I elevate them in the SaaS world as Customer Support professionals? What training should I be looking at or thinking about?
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Shari Srebnick
Hi Matt,
I also own the Customer Support function for our US org, and as I've just hired someone new, these are also things I am thinking about.
Outside of learning our tech stack for support and all of the other foundational pieces (our software, etc.), these are some of the things I am thinking about, though you likely have considered these already/might be doing them now:
*How to have difficult conversations: Though Support is mainly speaking to people via a ticket, it is helpful to be able to de-escalate if someone is upset, and transition to asking clarifying questions to help troubleshoot.
*Internal Change Agent: How to use data to influence. This can be helpful for them to share and then partner with CSM's, and/or if they work directly with Product teams to come to a resolution to issues.
*Problem Solving and decision making - helps provide them with more ownership
*How Support relates to customer health
I hope this is helpful.
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