Dean Soto’s Post

Tech support gets a bad rap when they struggle to solve customer problems ... Customers fire companies who can't solve their problem the first time. I've noticed companies spend lots of time teaching people how to SOLVE problems, and very little time on how to ISOLATE problems. Here are 2 ways to boost your teams ability to FIND problems. 1. Build a connection with the client: Without building rapport, customers clam up because they don't trust the person they are talking to. This forces tech support teams to fly blind. 2. Eliminate the "I already know what's wrong!" mindset: The way the client describes the problem sounds like 20 other issues you solved today. Assumptions lead to 2-3 superficial questions that miss the root cause. ️ The result? Repeat tickets & frustrated customers. This means more stress for everyone which often leads to higher absenteeism. Let's shift the focus! Advanced questioning skills, a curious mindset and empathy unlock the path to solving customer issues the first time. ✌️

I've learned that being the "nice guy" isn't always the best approach in business. Saying no to distractions is crucial for organizational integrity and success. Here's when I say yes: - Flexibility in work hours and arrangements - Empowering team members to make decisions - Encouraging innovation and creativity But here's what I say no to: - Misleading clients for short-term gains - Compromising on ethical practices - Allowing irresponsible behavior towards customers While empathy is vital, it doesn't equate to saying yes all the time. Clear boundaries ensure accountability and responsible behavior from team members. At Taizo.in, we prioritize customer trust and ethical conduct. We allow flexibility but maintain zero tolerance for unethical practices that compromise customer satisfaction. Our commitment to doing what's right has enabled us to assist over 1000 #autocomponents manufacturers in hiring their workforce, fostering long-term partnerships built on integrity and trust. Setting boundaries and prioritizing integrity is crucial for sustainable business growth. How do you handle saying no to distractions in your professional life? If you found this helpful, reshare this post to your network and follow me, Vinoth Mani.

Turning Complaints into Opportunities: The Power of Unhappy Customers In business, our most unhappy customers can be our greatest teachers. Their feedback, though difficult to hear, provides invaluable insights for improvement. Here’s why we should embrace these interactions: 1. Listening: Actively listening fosters trust and opens up candid conversations about issues. 2. Spotting Trends: Analyzing complaints helps identify patterns, revealing deeper systemic problems. 3. Action Equals Loyalty: Meaningful responses to feedback demonstrate our commitment to improvement, enhancing customer loyalty. 4. Follow-Up: Checking in after resolving complaints shows we care and can turn negative experiences into positive relationships. In my experience, listening to dissatisfied customers has led to impactful changes and strengthened relationships. Every complaint is a chance to learn and grow. How have you turned feedback from unhappy customers into opportunities? Share your stories!

"It may not be our fault, but it is always our problem." This powerful statement speaks volumes about accountability and ownership in both personal and professional realms. While we can't always control the circumstances we find ourselves in, we can control how we respond to them. Embracing this mindset fosters resilience, adaptability, and a proactive approach to overcoming challenges. It's not about assigning blame; it's about taking responsibility and finding solutions. Let's reflect on how we can apply this principle to drive positive change in our lives and workplaces. Thanks for sharing this Amit Basak! #accountability #ownership #leadership

“Thank you for finding the opportunity” I heard this from a customer today. Customer feedback is a diamond in the rough. Most business owners would prefer not to have customer complaints. Yes, a complaint is an illustration of something not quite right. Yet, if we seek listening to understand we may discover an opportunity. Note that listening to undertaand is not listening to solve, blame, close the ticket, etc. Instead it is listening with “beginner’s mind” curiosity without judgment. Even if no change will come (no perfection), the action of listening to understand generates an opportunity unto itself. #listen

💡𝗕𝗲 𝗖𝘂𝗿𝗶𝗼𝘂𝘀: 𝗧𝗵𝗲 𝗛𝗲𝗮𝗿𝘁 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 💓 I had a great chat with my husband Gregg Seymour this morning, and it got me thinking about what really makes customer relationships tick. At the end of the day, it all boils down to one thing: 𝗰𝘂𝗿𝗶𝗼𝘀𝗶𝘁𝘆. When you’re genuinely curious about someone—whether it’s a friend, family member, or a customer—you start to see the bigger picture. You’re not just hearing what they’re saying; you’re understanding why they’re saying it. 𝗖𝘂𝗿𝗶𝗼𝘀𝗶𝘁𝘆 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴: 🤝𝗜𝘁 𝗯𝘂𝗶𝗹𝗱𝘀 𝘁𝗿𝘂𝘀𝘁: When you’re genuinely interested, people feel it. Customers know when you’re in it for the long haul and not just for the deal. ✨𝗜𝘁 𝘀𝗽𝗮𝗿𝗸𝘀 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀: Curiosity helps you uncover the real challenges, the ones that aren’t obvious at first glance. 🙌𝗜𝘁 𝗱𝗲𝗲𝗽𝗲𝗻𝘀 𝗰𝗼𝗻𝗻𝗲𝗰𝘁𝗶𝗼𝗻𝘀: Taking the time to dig a bit deeper turns a transactional relationship into something much more meaningful. Sometimes, in the rush to hit targets and meet deadlines, we can forget to ask the simple, important questions: 𝙒𝙝𝙖𝙩’𝙨 𝙜𝙤𝙞𝙣𝙜 𝙤𝙣 𝙛𝙤𝙧 𝙩𝙝𝙞𝙨 𝙘𝙪𝙨𝙩𝙤𝙢𝙚𝙧? 𝙒𝙝𝙖𝙩 𝙧𝙚𝙖𝙡𝙡𝙮 𝙢𝙖𝙩𝙩𝙚𝙧𝙨 𝙩𝙤 𝙩𝙝𝙚𝙢 𝙧𝙞𝙜𝙝𝙩 𝙣𝙤𝙬? So, here’s my little reminder for the day: Be curious. Stop assuming you’ve got all the answers and start asking better questions. The results might surprise you. What do you think? How has curiosity shaped your relationships—work or otherwise?

Last week I was talking to the EVP of customer success at a $2.5bn company. She shared a TON of gems with me. But one thing she said about CX stopped me in my tracks: “It may not be our fault, but it’s always our problem.” Let's face it - we're in the problem-solving industry. When mistakes happen, customer support has to be there to fix it. It doesn't matter who made the mistake. - The customer - The service/product provider - A partner company involved in the process Whoever or whatever the cause, the mentality of the support organization needs to be: Let's take 100% accountability for the mistake and 100% responsibility for doing everything we can to solve this particular issue. Any other mindset will lead you to failure. This is exactly why accountability is one of our core values at Full Potential Solutions. When a customer calls into or sends a chat to support, it signals that something is wrong in the customer journey. Sometimes the issue is simple. Sometimes it's complex. But it's OUR customer journey, and so it's OUR responsibility to fix it and get it back on track.

What’s more important: solving a customer’s problem quickly or making them feel valued? 🤔 Let us know what you think in the comments section! This is a tough question, and the answer often depends on the situation. Solving a customer's problem quickly is crucial, especially when they’re pressed for time or dealing with an urgent issue. However, making customers feel valued is equally important, as it fosters long-term loyalty and trust. At Intelli, we believe the ideal approach is a balance between the two—addressing the issue efficiently while also taking the time to show empathy, acknowledge the customer’s concerns, and ensure they feel appreciated. When customers know that their needs are met and that they’re genuinely cared for, it can transform a simple transaction into a lasting relationship. Which do you think is more critical in your line of work? If you're looking to strike that perfect balance, Intelli can help. Book a demo here: https://lnkd.in/ekA5cY8h

Is It A Life Or Death Situation? Founders, unless your product or service is necessary to save lives, you should... ❌ Never offer phones as a channel. Your customer doesn't expect a phone number until you tell them it exists, and if they won't be a customer unless they can pick up the the phone and talk to your team, they are terrible PMF. ❌ Never offer 24/7 service. The amount of overhead and reduction in quality and efficiency to staff any version of 24/7 is a waste of time. Extended hours? Sure, experiment with what meets the demand, but even if you are global, 10-12 hours of coverage across the United States time zones covers 90% of your inbounds. It isn't the differentiator you think it is. ✅ Automate transactional ✅ Self-serve informational ✅ Then SMS ✅ Then email Call it chat if you want, but just do it as SMS. Chat is an efficient channel, kind of, but in app or in browser, you lose 40% of the customers to backgrounding and attention deficit, so not that efficient after all. And every. single. conversation. should be one that directly informs PMF or is a sales interaction. No apologies. Helping your customers isn't "helping" your business. There, I just solved decades of debate in one post. You're welcome. If you are saving lives with your product or service, do what you gotta do. Destroy your CX, Grow Your Profit. proxi.

One of my biggest pet peeves is people who have never and will never work in support or CX capitalizing on a product or talking about how important it is. If it’s that important, take time to actually do it. And I don’t mean a CEO hopping into the inbox after a few beers on a Friday night, or helping with tickets at your company retreat. Those are performative at best and can create even more work for your team at worst. Understand your common customer inquiries. Learn about the tools you are using. Hear what your support team has to say. Too many businesses say they are “customer-centric” but all they are actually centered on is the customers’ money. Not their experience.