Who am I to tell you how to build a successful customer care team?
I’ve worked in customer service in companies of varying size and type for over 15 years. I have built and re-built customer care processes and systems, adding efficiency, increasing customer satisfaction, and making it possible to track both quantitative and qualitative data about customer interactions. I’ve seen what works and what doesn’t, and know how to turn the latter into the former.
My customer care philosophy
Put simply, I believe that the primary function of customer care is to advocate for the customer, and that cross-departmental collaboration is key in developing successful strategies, products, and policies that result in the highest possible customer satisfaction.