Soft Skills
This soft skill should is utilized when an Admin says this: “I need to change the account email to another email. The account holder passed away, sadly.”
What is Empathy
This tool is used for quick team communication, updates, and questions throughout the day.
What is Slack?
These are pre-written responses used to reply to common customer questions quickly and consistently
What is a Macro?
This soft skill is utilized when using a Intercom macro to avoid repeatedly instructing how customers can reset their password.
What is Time Management?
These are options a CS coach can use if they don't know the answer to a customer's question.
What is using your internal resources or asking a teammate?
Before sending a macro, always do this to ensure it's relevant to the ticket.
What is read the full message and confirm context?
These actions reassure an Admin that is panicked about missing a registration deadline.
What is acknowledging their feelings and offering support?
These 3 internal resources are utilized before posting in #cs-bridge.
What are Help Articles, Searching in Slack, and Searching in Intercom?
This proactive step is taken to ensure the customer's issue is fully resolved.
What is Following Up?
This action involves allowing the customer to fully explain their dilemma, and understanding what the customer's problem and potential solutions.
What is Active Listening?
If a customer issue needs more technical help, use this internal step to involve the right team.
What is escalation?
This action is performed each time a ticket is closed to ensure accurate tracking and reporting.
What is assign the correct tag?
This is the act of discovering a creative solution to a customer's problem or request.
What is Problem Solving?
This tool is built into all SportsEngine sites to provide customers and internal employees with immediate access to help content, tech tutorials, and other resources.
What is the Need Help tab, and Academy?
This is a polite way to ask for time to investigate an issue mid-conversation. Please provide your response to the customer as the answer.
"Thanks for your patience. I'd like to take a few minutes to look into this thoroughly. Do you mind holding on while I investigate?"
"Let me take a closer look into this for you. It'll just take a few minutes. Thank you for your patience"