Chapter 3

Does being on every channel make customers happier?

Có mặt ở mọi kênh có làm khách vui hơn?

The chapter's question

Which channels do my customers use to contact me, and which should they use?

Big idea

When customers reach out through five channels, the success manager has to watch five places.

In this chapter

  1. Part 3.1

    Counting Channels

    Through how many channels did customers contact me last week?

  2. Part 3.2

    The Primary Channel

    Which channel can be recorded and read by others?

  3. Part 3.3

    Moving Customers Over

    How do I invite customers to switch channels without offending them?

  4. Part 3.4

    Personal Numbers

    Should I give customers my personal phone number?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The One Who Takes Every Call is free to read right here.

Read in Conan School

Chapters of The One Who Takes Every Call

  1. 1.Is customer fatigue just part of the job?
  2. 2.Is answering after hours dedication, or self-sabotage?
  3. 3.Does being on every channel make customers happier?
  4. 4.Is being irreplaceable a strength or a trap?
  5. 5.Is admitting exhaustion weak, or professional?