iPaper helps retail and direct selling companies in 60+ countries turn their catalogs into an inspiring buying experience. Over the past eight years, I have grown iPaper\u2019s customer care department from a single person to nine people across three teams. As Chief Success Officer, I am responsible for the post-sales customer experience.<\/p>\n
In 2022, my team achieved a streak of 199 days with perfect CSAT, and ended the year with a CSAT average of 99.3%. This result was achieved primarily by my amazingly capable team, who come to work every day to create experiences of success and delight.<\/p>\n
I feel Paul Rudd would be great at my job. He is a great communicator, and makes any topic digestible with wit and charm. He demonstrates problem-solving skills through his constant ability to think on his feet and deliver clever improvisations. He is a team player and can rally people to a shared cause. As I am writing this, I realize I\u2019d really love to give him the chance for a week \u2013 Paul, you\u2019re cordially invited to act as Chief Success Officer for a week. Let me know when best suits you \ud83d\ude05<\/p>\n
\u201cFocusing on the positive does not mean ignoring or dismissing customer concerns; it means acknowledging those concerns while also emphasizing the solutions\u201d<\/p><\/blockquote>\n
What\u2019s the most valuable thing that working in customer service has taught you?<\/h3>\n
Focus on the positive! This is one of our mantras in iPaper customer care. If you enter a conversation that has been waiting for a response with \u201cI am so sorry for the wait,\u201d you enforce the customers’ potential feeling of frustration and inefficiency. Instead, enter the conversation with, \u201cThank you so much for your patience \ud83d\ude4f\u201d to disarm the situation. Sorry = negative; thank you = positive. This way, we can save the apologies for when we really need them! \u201cFocus on the positive\u201d can be applied to any communication scenario.<\/p>\n
Remember, focusing on the positive does not mean ignoring or dismissing customer concerns; it means acknowledging those concerns while also emphasizing the solutions, benefits, and positive aspects related to your product or service. Striving for positive communication helps to create a customer-centric approach that fosters satisfaction, loyalty, and advocacy.<\/p>\n
What\u2019s your greatest productivity hack?<\/h3>\n
More tools than hacks, I guess. I rely massively on TextExpander and Alfred (Mac) for all my daily tasks. TextExpander lets me write super fast by expanding a wide array of often-used text blocks. Alfred is my personal assistant and enables me to do almost everything with just my keyboard \ud83e\udd29<\/p>\n
What gif best describes your mental state right now?<\/h3>\n