Let’s talk a little bit about some of the misconceptions about Member Support/Customer Service people.
- We’re not all about to grab two beers, pull the emergency exit button and jump down the slide.
- We don’t typically use scripts and guidelines and speaking points.
- We don’t always tell you what you want to hear, but we should always tell you the truth as we know it.
So that’s a lot of "don’ts." Let’s talk a bit about some of my “do’s” of supporting members.
First and foremost I believe in being honest – sometimes painfully so. It is not abnormal to hear me say things like “I have absolutely no idea of why you’re seeing that …” or “Hmmm, I’m sorry, it looks like things aren’t exactly working as designed…” these statements are generally 100% accurate – I am absolutely sorry, and I really don’t know why things are going sideways.
Second, I’m a fierce advocate for the member. So fierce, in fact, that I hold myself back from calling you all “my members”. If you could eaves drop on a Currensee executive team meeting you’ll often hear me say “it doesn’t really matter what I think, I’m here to represent our members and I think that THEY would think…” Now, that said, there are an awful lot of you, so what one group may think can be very different from another group.
Third, you are welcome to ask questions – and as many as you’d like. You are not “bothering” me when you ask me a question. That said, I’m not always the best person to answer your questions nor am I the most accessible. I do, however, have a whole team of people at the ready to answer your questions, and if for some reason they can’t answer your questions there’s an escalation procedure for both urgent and non-urgent issues. Put your trust in them, they’re a good group of people with hero complexes and they want to help you. Plus, they’re available in the way that you want to interact with them. Are you a phone person? Then pick up the phone and call them. More of an email person? Great, they’re available by email. Love the convenience of chat? Yup, we offer it. We are, in fact, the first social network to offer fully integrated support solutions. Good luck finding a servicing contact on Facebook or LinkedIn!
Last, the customer deserves respect until proven otherwise, but so does the support person. I believe that I’m not only an advocate for (my) members, but also for my support staff. Customers deserve respect. They have choices and can go elsewhere with their business. They deserve to be listened to and responded to and treated well. The same, however, is true for members of the support team. Support people deserve respect. Support team members can work elsewhere. They deserve to be listened to and responded to and treated well. The long and short of it is that we’re all human beings and deserve to be treated with dignity and respect.
(It should not shock you to know that I’m the person who talks to the counter-person at the airlines using his or her first name, telling him or her that the wait was not big deal, even telling them not to be frazzled and to take his or her time … you know what they say, you catch more bees with honey than with vinegar)
In conclusion, be honest and treat people like people.
Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results.
Be sure to read the full risk disclosure before trading Forex. Please note that Forex trading involves significant risk of loss. It is not suitable for all investors and you should make sure you understand the risks involved before trading. Performance, strategies and charts shown are not necessarily predictive of any particular result. And, as always, past performance is no indication of future results. Investor returns may vary from Trade Leader returns based on slippage, fees, broker spreads, volatility or other market conditions.