{"id":33825,"date":"2023-05-10T18:41:15","date_gmt":"2023-05-10T16:41:15","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=33825"},"modified":"2023-05-10T18:55:13","modified_gmt":"2023-05-10T16:55:13","slug":"that-line-of-support-that-keeps-you-up","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/that-line-of-support-that-keeps-you-up\/","title":{"rendered":"That line of support that keeps you up"},"content":{"rendered":"<p>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&#8217;ve confirmed it&#8217;s likewise for them! On the very last session I delved into a specific topic, also known as <strong>second line<\/strong> of support. Since that&#8217;s still a pain point for many companies &#8211; maybe for yours? &#8211; I share experiences and actionable tips.<!--more--><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=53807993&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"200px\" frameborder=\"0\"><\/iframe>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Welcome to episode n\u00b023<\/li>\n<li>00:57 It all started a few days ago during a training session&#8230;<\/li>\n<li>01:57 The difference between first and second line of support<\/li>\n<li>05:39 What happens when customer agents engage other departments<\/li>\n<li>07:45 Have you ever had such a frustrating experience?<\/li>\n<li>09:51 The bottleneck: why many second line issues need to be fixed [example]<\/li>\n<li>12:11 The question that the customer should never ask themselves<\/li>\n<li>13:31 Get to know my customer service training paths<\/li>\n<li>14:07 Got questions? Drop me a line: <em>paolo@customerserviceculture.com<\/em><\/li>\n<li>14:41 Have you subscribed to this podcast yet?<\/li>\n<li>15:01 Jump on CustomerServiceCulture.com services pages<\/li>\n<li>15:28 Learn about the Customer Culture Academy<\/li>\n<\/ul>\n<h2><strong>Golden links\u00a0<\/strong><\/h2>\n<ol>\n<li>Apply, test, then improve: here&#8217;s how you can get your team up-skilled for Digital Customer Service conversations with my <a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">consulting<\/a> and <a href=\"https:\/\/customerserviceculture.com\/en\/training\">customized training paths<\/a>.<\/li>\n<li>Align your actions with values to improve customer experience thanks to the &#8216;<a href=\"https:\/\/customerserviceculture.com\/en\/customer-culture-academy\/\">Customer Culture Academy<\/a>&#8216;.<\/li>\n<li>[Previous podcast] Check in episode 22 whether your customers really <a href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/do-customers-perceive-your-values\/\">perceive your values<\/a>.<\/li>\n<li><a href=\"https:\/\/customerserviceculture.com\/en\/values\/\">My three values<\/a> drive my way both professionally and personally every single day.<\/li>\n<\/ol>\n<h2><strong>Don&#8217;t miss next episodes<\/strong><\/h2>\n<p>Subscribe to this podcast <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">on Spotify<\/a>!<em>\u00a0<\/em><\/p>\n<h2><a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-33553\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png\" alt=\"Podcast on Spotify\" width=\"800\" height=\"165\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-200x41.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-300x62.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-400x83.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-600x124.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-768x159.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-800x165.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1024x212.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1200x248.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/04\/Podcast-on-Spotify-1536x318.png 1536w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/h2>\n<h2><strong>Over to you<\/strong><\/h2>\n<p>The <strong>second<\/strong> 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 &#8211; thus to consolidate customer&#8217;s trust. <em>Question for you<\/em>: in your organization do\u00a0other departments provide the customer service team with quick and effective information \/ solutions?<\/p>\n<blockquote><p>Start an informal conversation with me <a href=\"https:\/\/customerserviceculture.com\/en\/a-conversation-with-paolo-fabrizio\/\">write here<\/a>\u00a0or send me a <a href=\"https:\/\/www.speakpipe.com\/CustomerServiceCulture\">voice message<\/a>.<\/p><\/blockquote>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8217;ve confirmed it&#8217;s likewise for them! On the very last session I delved into a specific topic, also known as second line of [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":33869,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[763],"class_list":["post-33825","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>That line of support that keeps you up - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"As the second line of support is a pain point for many companies I share some experiences and actionable tips in this podcast.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/that-line-of-support-that-keeps-you-up\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"That line of support that keeps you up - 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