Maruti is a Happiness Engineer at GiveWP.com and WordImpress.com. He lives in Bhubaneswar, Odisha. When he is not spreading happiness on the support team, he’s spending time with family, reading books, or binge-watching his favourite series. He loves cricket and has dreams of travelling the world one day.
Maruti will share Harsh Truth To Make You a Better Customer Support Specialist.
Customer support is one of the least appreciated job roles in any business, both by the customers and by the rest of the team. Most of us view customer support as something we “have to” do and never that we “get to” do. Customers can be rude, demanding, and challenging. This talk will discuss what a customer support tech or Happiness Engineer has to go through on a daily basis and how s/he can take all this in stride and continue performing. Far from bashing the customer or whining about how hard the job is, we instead will learn and understand why the customer behaves the way they do, and how as customer support techs we should handle those situations. This talk will discuss the science and psychology behind the communication between customers and support technicians, and how can we use the same to get better at it. Attendees will walk away with concrete steps to put in place to immediately begin seeing happier customers and healthier support technicians.
You can connect with him on twitter @maruti_mohanty