Customer Support 101: Encouraging The Voice of The Company

Customer Support is the team that keeps in touch with our clients. They deal with the requests and issues that connect our customers to the business. Jean-Pascal Gribaudi used to manage a support team in Booking.com. He says the processes in customer support have to be well-built and systematized. Employees should be trained on customer empathy, emotional intelligence and problem-solving. It's not important which tool you use, but that you have the right'settings' in your teams minds and hearts. It’s the key to success.