Description
Providing good customer service both externally and internally can help reduce customer churn and bring brightness to those with whom you interact.
Milestone 1
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.
Milestone 2
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
Milestone 3
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 recognize when a request should be handled by another tier
Milestone 4
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
- You are seen as an expert in customer service by the department and organization.
Milestone 5
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
- You are seen as an expert in customer service within the industry. .
Configuration Health
- ✅ Associated with 2 roles
- ✅ Has been referenced in 2 pieces of public recognition
- ℹ️ No one has achieved a milestone on this ability
- ⛔️ Last updated: over 5 years ago
- ℹ️ Never conversed about
Role & Position Requirements
- Report Writersare recommended to be milestone 1+
- Tier 2 Escalation Engineersmust be milestone 1+
Examples / Observations
Observation created about 5 years agohttps://lessonly.zendesk.com/agent/tickets/9840
This was a tough ticket to read through. Promises being made, technical investigation being done, direct customer interactions, and high emotions.
Everyone was trying their best to communicate and do what is best for the customer.
However, I want to speak specifically about Brea's response.
First, the little not that she put in on 8/20 that let everyone know that she is reviewing and creating a response was excellent because it let everyone know that the delays that had been seen up to this point, weren't going to happen with her.
Then, as many great leaders do, she stopped the blame game and absorbed it all herself. Acknowledging the frustration and focusing all of the "heat" towards herself. I imagine she did this so that Jackie and Noah would not feel attacked, and she knows that blame is unproductive and counter to a psychologically safe environment. This is tough to do, but often defuses a situation and allows real progress to be made.
Then she went full NVC by acknowledging the observations up to that point and adding much more context to the shared pool of understanding. This is a vital aspect of "Mission Control", in that sharing information is key to great decision making.
I also loved that she referenced multiple systems and discussed what their intent was, and what changes we'll make to them to continuously improve them going forward.
Moving forward, we are attempting to establish consistency and clarity around tiered support, so there is no confusion for those we serve and the least amount of risk to the product we create and provide to clients.
Love this sentence, because it puts everyone on the same side.
Finally, the importance/value of a tl;dr can't be overstated.
This was a nearly perfect response. My only note would be to be explicit about what "these changes" means, given so many different things were discussed throughout this thread.
Excellent work Brea... this was fantastic!
Conversations about Customer Service
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