Customer support and Marketing

When I was growing my first company, I took care of customer service.

I didn’t think it was all that difficult.

Until I realised what was necessary in order to improve customer service skill past a certain level:

You’re limited by your empathy. If you’re having a bad day, you still have to empathise — which means you need full control over your state.

You’re limited by your knowledge. If you’re ignorant about the nuances of the work you represent, you can’t help people find the answers they’re looking for — which means you’re a domain expert now.

You’re limited by your perspective. If you’re unclear on what success looks like for those you support, you can scarcely help them get there. You can’t be proactive — which means you’re always a firefighter.

Knowing your audience and knowing what they need to hear from you aren’t just marketing skills.

Or sales skills.

Or product development skills.

They’re customer support skills too.

And social media skills.

And prospecting skills.

The list goes on and on.

What have you learned about YOUR customers today?