That line of support that keeps you up

A few days ago I have finished delivering a 5-month customer service training path for a french client company. I was a bit emotional because I feel part of their team and they’ve confirmed it’s likewise for them! On the very last session I delved into a specific topic, also known as second line of support. Since that’s still a pain point for many companies – maybe for yours? – I share experiences and actionable tips.

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Highlights

00:03 Welcome to episode n°23
00:57 It all started a few days ago during a training session…
01:57 The difference between first and second line of support
05:39 What happens when customer agents engage other departments
07:45 Have you ever had such a frustrating experience?
09:51 The bottleneck: why many second line issues need to be fixed [example]
12:11 The question that the customer should never ask themselves
13:31 Get to know my customer service training paths
14:07 Got questions? Drop me a line: paolo@customerserviceculture.com
14:41 Have you subscribed to this podcast yet?
15:01 Jump on CustomerServiceCulture.com services pages
15:28 Learn about the Customer Culture Academy

Golden links

Apply, test, then improve: here’s how you can get your team up-skilled for Digital Customer Service conversations with my consulting and customized training paths.
Align your actions with values to improve customer experience thanks to the ‘Customer Culture Academy‘.
[Previous podcast] Check in episode 22 whether your customers really perceive your values.
My three values drive my way both professionally and personally every single day.

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Over to you

The second line of support is still a pet peeves for those companies that did not upgraded their cross-department processes. In fact today, more than ever, internal communication is key to deliver consistent excellent experiences – thus to consolidate customer’s trust. Question for you: in your organization do other departments provide the customer service team with quick and effective information / solutions?