In customer support, it's not about how fast we get a customer off the phone but about digging deeper and finding the resolution to the problem they have to prevent it in the future. Our guest today is an expert in solving problems for customers.
Megan Bowen is the Chief Operating Officer at Refine Labs, a demand accelerator for B2B Saas companies, where she specializes in creating conditions for people, customers, and companies to be successful. Megan embraces a human-first leadership approach where she focuses on empowering individuals through empathy, kindness, and vulnerability. Megan is also the host of the Talent, where she discusses the art of building a company your team will love.
Join us as we discuss:
Ways in which people in customer support can practice regulating their thoughts.
Why having emotional intelligence in customer support is so critical?
Using the LAAAR (Listen, Acknowledge, Align, Ask, Respond) to balance dealing with the customer as an individual vs. the problem.
Why your team is your first customer, and the customer is your second?
