Customer Service Training

Matt Myszkowski
Matt Myszkowski Member Posts: 143 Expert
100 Comments Second Anniversary Photogenic
edited August 15 in CS Org Conversations
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
    Shari Srebnick Member Posts: 111 Expert
    100 Comments Second Anniversary Name Dropper
    edited April 2021
    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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