Here at GreatCo., we speak with our customers through clear communication that is fun, engaging, and consistent.
|Familiarity||Friendliness, work in personal relationship (i.e. new puppy)||"Hope you've been well since we last caught up! How's your dog doing?"|
|Adaptable||Like Sales, use language based on Customer's use case and sector. Mirror their formality and tone.|
|Encouraging||Motivate and empower the customer||"Great to hear you finished that reorganization in [our product]"|
|Empathetic||Make it clear you know they have a lot on their plate||"I understand that this is a frustrating experience and I apologize for the inconvenience."|
"I appreciate all your help in troubleshooting with me"
"Thanks for your patience as I look further into this!"
|Yes, and...||Anticipating needs of customers, thinking one-step ahead of their question or issue.||"In addition to [XYZ], you can also do "|
"As a workaround..." (providing an alternative solution)
|Available||Regular cadence calls, attaching Calendly links||"Let me know if you have any additional questions or feedback. As your designated Customer Success Manager, I'm here to help! 👍 "|
"As always, let me know if you have any other questions about [our company/product]!"
|Honest||Set expectations. Balance of questions/empathy to not annoy.||"My team has a couple of questions that will help us solve this.."|
"I will need our engineering team to take a closer look at your issue. I'll be sure to update you as soon as I hear more from them."
|Inquisitive/Curious||Lead with open-ended questions to understand a customer's experience or issue.||"I'm curious to learn more about your issue. What are you incapable of completing because of this problem?"|