The One Who Takes Every Call
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Customers message on Zalo at 11 p.m. expecting an instant reply.
- Takes blame for others' mistakes and carries it home.
- Keeps the phone on during leave because nobody else knows the accounts.
- The whole team is tired but nobody says so.
After reading, you can
Help customer success staff set boundaries on hours and channels and spot early signs of overload.
Each chapter answers one question
Chapter 1: Is customer fatigue just part of the job?
How much stress am I absorbing from customers each day?
Customer success carries an emotional load, and that load should be counted like working hours.
Chapter 2: Is answering after hours dedication, or self-sabotage?
Do customers know when I will reply and when I will not?
Customers respect working hours when they are stated clearly from the start and kept consistently.
Chapter 3: Does being on every channel make customers happier?
Which channels do my customers use to contact me, and which should they use?
When customers reach out through five channels, the success manager has to watch five places.
Chapter 4: Is being irreplaceable a strength or a trap?
Who looks after my customers when I am away?
If only one person holds an account, that person can never truly take time off.
Chapter 5: Is admitting exhaustion weak, or professional?
How does my team share the load and talk about exhaustion?
Tiredness spoken about in the team can be shared; kept silent, each person carries it alone.