MBA867 Building a Customer Support Team

The $100 MBA Show

Omar Zenhom

Careers, Entrepreneurship, Business, Marketing

4.9 • 1.2K Ratings

🗓️ 20 March 2017

⏱️ 19 minutes

🔗️ Recording | iTunes | RSS

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Summary

Customer service isn't just support for users of your product. It’s part of the product! The price should represent not only what’s sold, but also what your customers know will happen when they need to reach out. Ensuring that customer service is done right means (eventually) hiring people who can do it. How can you best build that team? When should you start? How can you ensure that the people in charge of keeping your customers happy will do so?

Transcript

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0:00.0	Heyo! Welcome to the $100 MBA Show, Real Business Lessons for The Real World.
0:15.0	I'm your host, your coach, your teacher Omar, and home.
0:19.0	I'm also the co-founder of the $100 MBA and Webinar Ninja.
0:23.2	And in today's deep dive lesson,
0:25.3	we're going to be covering when to start building your team,
0:28.1	when you should start hiring your first customer service person
0:31.9	that's going to be your team.
0:33.4	Yes, a team of one.
0:34.8	How to set it all up, how to use the right tools,
0:38.0	how to have the right procedures in place.
0:40.0	I'll be sharing with you real examples from our own business,
0:42.8	What about our Ninja, where we have a support team of seven people,
0:46.4	from managers to lead agents to what we call customer success
0:49.5	ninjas.
0:50.3	But it didn't happen overnight, it happened over time time and I'll share with you how we built it how we built this team
0:56.2	But let me first start off by saying the first ever customer service agent for the company was yours truly
1:02.1	Me I handled all the customer service tickets at the start and
1:06.2	then me and Nicole, my co-founder, we started doing it ourselves before we hired a single
1:11.6	person. But at some point we realized we need to hire somebody to do this for us,
1:17.0	our first customer service agent.
1:19.0	But when you hire that first person, it's just not one single hire.
1:22.0	You're creating a whole department now
	...

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