Re:Pregnant Rock Stars - My Approach to Customer Service
by sivers on Tuesday May 29, 2012 @01:11PM
(#4038504)
At some point, you will need to hand over the customer service job to someone else, but when you do, it should be someone amazing. In her case, probably a very caring mother. Someone who can fully relate to her customers, because they would be (or are) a BabyList customer themselves.
When I stopped doing all my own customer service at CD Baby, I found someone even more patient, playful, and charming than me. It sets a high bar, so that if you grow to needing an entire team of customer service people - (I had 28 full-time customer service people in the end) - then you and your first one or two really set the expectations for how caring, helpful, and charming they should be.
Definitely don't just outsource to a cheap provider or cheap person. Whoever is actively communicating with your customers should be the best of the best.
When I stopped doing all my own customer service at CD Baby, I found someone even more patient, playful, and charming than me. It sets a high bar, so that if you grow to needing an entire team of customer service people - (I had 28 full-time customer service people in the end) - then you and your first one or two really set the expectations for how caring, helpful, and charming they should be.
Definitely don't just outsource to a cheap provider or cheap person. Whoever is actively communicating with your customers should be the best of the best.