Product's Ability: Customer Service

Providing good customer service both externally and internally can help reduce customer churn and bring brightness to those with whom you interact.

Influenced by this Ability of the same name

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can employ this ability with only a small amount of guidance

• You listen to the customer’s problem in order to repeat information to them with supportive language.
• You summarize the help you can provide.
• You set expectations on the help you can provide.
• You communicate often with an informative tone to provide the customer with updates.
• You respond to requests within a timely manner.

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can employ this ability, with no assistance as well as being a trusted active or passive mentor to others

• You can handle more than one request at a time while maintaining quality communication.
• You communicate priority of request to the customer
• You create rapport and establish relationships with customers
• You recognize when a request should be handled by another tier

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to multiple squads when wielding this ability, and therefore I would put them in situations where they can employ this ability as well as being considered an expert within this discipline

• You suggest customer service improvement mechanisms such as Macros to the way we handle requests... making requests easier, more efficient, or more effective to resolve in the future.
• You are the model of balancing fast, fair, and friendly. When folks see that you are assigned to their case, they have a sense of calm and joy wash over them, as they know they are about to get world-class service.
  • Meaning they know their request will be taken seriously, they know no question is dumb to you, they know their case will never be closed too quickly or take too long before a response, they know you are going to explain how we got here (needing a case to begin with) and that you are adamant about this case never being needed again, they know that if an appeal is needed you won't be mad but instead you'll help craft the evidence to support your appeal... all of this while balancing the fact that you have others to serve as well.

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to a squad when wielding this ability, and therefore I would put them in situations where they can not only employ this ability but where they set the tone for this at the company level

• Tier-1, Tier-2, Tier-3, Tier-4... you are likely responsible for setting the systems that allow requests, cases, tickets, escalations, bugs, whatever is causing a customer to not see the full value of our offering... you are creating systems to ensure those needs are met, and met well.
• Tier-1, Tier-2, Tier-3, Tier-4... you are likely responsible for setting the systems that encourage effectiveness and efficiency in how cases are handled. The leaders of each tier look to you for how a high-quality customer service flow should look.
• Other internal request managers look to you for advise and guidance on how best to set up a winning workflow (that serves those we aim to serve, while being efficient, effective, and even fun to serve those requests).

I have observed this person showing a consistent, comfortable, continuous, and clear positive impact to not just internal teams but the community/industry in general when wielding this ability, and they are recognized by the community/industry as an expert