Bonnie Fine - Head of Customer Success Toki
Ask the follow up – Even if you have the answer to their question right away, sometimes it’s best to ask a follow up, because you might learn that there is a way to provide a more tailored and effective solution to their issue. Customer success differs from customer service – it’s more about building relationships and finding solutions, not just providing quick answers. By taking the time to ask follow-up questions, you can show your customers the strategic value you add.
Expectations are everything – Set and manage expectations from the start by understanding your customers’ needs and how they perceive your role. Some may view you as a consultant, others as a project manager, and some as a friend. Establish your strengths and communicate your expertise, ensuring customers understand your goals and purpose.
This is one of the easiest ways to build trust and goodwill. There will be times when you can’t respond quickly – but having a proven track record of being responsive and helpful in the past will lead to understanding from customers when things take a little longer than usual.
Responsiveness is key – you won’t have all the answers right away, all the time, and that is okay. But a quick – hey I’m looking into this – to make the customer feel heard, goes a LONG way, and buys you some time to look into their request.