Call for Sponsors!

Having events like Customer Happiness meetups, couldn’t have lasted this long without our sponsors. I’d like to publicly thank all the sponsors who helped us in the past:

If I left someone out, please let me know so that I can add you to the list! Also, the upcoming meetup on December 20th, will not go without swag! This time, visitors will enjoy the swag provided by Nordeus and Siteground! Belgrade Chamber of Commerce will provide us with the venue and GoDaddy will be in charge of the photos and the video of the event while Limundo will advertise the event.

If you’d like to help us make Customer Happiness meetups even more awesome, you can help us by becoming a sponsor! You can reach out to us at our contact page. Thanks!

Novi učesnik panel diskusije – Miloš Grabić

Došlo je do male izmene po pitanju učesnika predstojeće panel diskusije 20. decembra. Umesto Jovana Šikanje, pridružiće nam se njegov kolega – Miloš Grabić!

Miloš poslednje 3 godine vodi tim korisničke podrške u LimundoGradu, kompaniji koja stoji iza Limundo, Kupindo i Oglasindo platformi.

U LimundoGradu je stekao 5 godina iskustva u komunikaciji sa korisnicima i naučio mnogo o tome šta sve treba (i nikako ne treba!) da radimo da bismo svi zajedno bili srećniji i zadovoljniji. U slobodno vreme voli da čita, prati novosti iz sveta tehnike, provodi vreme sa svojom ćerkom, ali i da deli svoja (sa)znanja sa drugima.

Vidimo se uskoro!

Panel diskusija – Karijera u Customer Happiness-u!

Na 6. Customer Happiness meetup-u, imaćemo po prvi put panel dikusiju! Glavna tema panela će biti Karijera u Customer Happiness-u i imaćemo priliku da čujemo mišljenja domaćih stručnjaka. Da li je moguće napraviti karijeru u sferi Customer Happiness-a? Kakva je trenutna situacija po ovom pitanju u našoj zemlji? Vidimo se 20. decembra u Privrednoj komori Beograda da saznamo šta o tome imaju da kažu:

Jovan Šikanja

Jovan brine o sigurnosti svojih klijenata i specijalista je za sprečavanje online prevara prilikom e-trgovine. Radi za najveću aukcijsku kuću u Srbiji – Limundo! Svakodnevno pronalazi nove načine da detektuje i spreči online prevare.

Jovan je i InfoSec entuzijasta i haker! Osnivač je udruženja gradjana eSigurnost.org i autor je InfoSec bloga Esigurnost.net. U saradnji sa RNIDS, često drži predavanja studentima na temu InfoSec-a i podizanju svesti o online bezbednosti.

Petar Atanasovski

Petar je vodja ManageWP Customer Happiness tima u kompaniji GoDaddy. Bivši je predsednik AIESEC Srbije, voli vaterpolo, brodove, svira gitaru i istražuje nove biznis trendove. Studirao je informatiku na Matematičkom fakultetu u Beogradu.

Kad se ne bavi Customer Experience-om, pomaže ljudima da se profesionalno razvijaju, pravi nove proizvode i trudi se da učini svet boljim mestom.

Dane Popović

Rodjen 4.1.1990. u Beogradu. Kao srednjoškolac, pohadjao seminar psihologije u Istraživačkoj Stanici Petnica. 2009. upisuje Visoku školu Elektrotehnike i Racunarstva na smeru Audio i Video tehnologije, i tri godine kasnije postaje Diplomirani inženjer audio i video tehnologija.

Posle nekoliko part – time poslova u struci, zapošljava se u NCR-u kao Customer Care Representative i godinu dana kasnije prelazi na poziciju Technical Support Specialist.

Ivana Ćirković

Voditeljka panel diskusuje! Ivana je konsultant za Social Media, Digitalni Marketing i PR, zaljubljenik u Njujork i WordPress.

Nakon dugogodišnjeg iskustva u digitalnim vodama i radu sa poznatim i priznatim klijentima, Ivana je otvorila agenciju za digitalni marketing KickStart u okviru koje, pored usluga digitalnog marketinga i ePR-a, radi edukacije i treninge zaposlenih u kompanijama iz oblasti digitalnog poslovanja.

Vidimo se 20. decembra u Privrednoj Komori Beograda!

Building the Experience: for Customers and for Yourself

Nobel Coaching – a US-based, fully virtual company with a talent sources from all over the world – is looking for people-oriented Advisers (Customer Care representatives).
Nobel Coaching

Nobel Coaching helps individuals and families to succeed through our online coaching and educational service. For individuals and families, we provide Coaching to unlock motivation and achieve personal goals. For families, we combine Coaching with Tutoring to accelerate learning while helping students learn how to learn.

Nobel Coaching is dedicated to mindful existence, innovation in education and providing a high quality of life for our global staff of dedicated professionals.

You can learn more about us by visiting www.nobelcoaching.com .

WE ARE LOOKING FOR:

  •   Adviser. Our Advisers are the crucial point of contact with the clients and he or she:
    • Helps our clients learn more about our service and select the best solution for their unique needs
    • Coordinates meetings with the Coach and Tutors and ensures that Client’s and Team’s schedule is always up-to-date;
    • Helps experience the best of Nobel Coaching & Tutoring, being a part of Nobel Team:

Nobel Team
HOW TO APPLY?

Nobel Coaching will also attend the upcoming Customer Happiness meetup and you’ll have a chance to meet them in person and ask any questions regarding the company and the job opening. See you there!

Announcement

We’ve been quiet since the last meetup but only because we were planning something big!

I’ve been organizing the meetups for more than a year and it was a fun ride. I’ve had lots of help from my friends and our sponsors and it was a great experience. However, at one point I realized that, if Customer Happiness community and meetups are ever going to get to the next level, a change needs to be made. Therefore, after lots of contemplation and discussions, I think that the best way to improve Customer Happiness is to open it up publicly so that people can contribute and help with the organization.

The thing is, everyone was always able to do this and help the organization and community, but without publicly announcing this, it might have gone under the radar.

I only have one priority regarding this group and I really want it to remain as such in the future – Customer Happiness needs to be recognized, taught, and used and it should become an appreciated profession.

I consulted with a couple of people who helped this meetup going all this time and most of them agreed to become a part of the organizing team. I’ll reach out to a couple of more people in hope to gather a strong base of 10 organizers!

Anyone interested in contributing and helping us spread the word about Customer Happiness, growing our community, and organizing the meetups and online content, please don’t hesitate to reach out! You can find us on Slack, Facebook, you can send an email to the contact form, or you can message me inside the Meetup group. We’ll be glad to have you!

The next items on our agenda are:

  • Start publishing posts on a regular basis
  • Organize the next meetup in December
  • Create different sponsorship packages

We’ll reach out again soon to announce the exact date of the next meetup. Stay tuned!

Cheers 🙂

How to Deal With Your Clients

Featured

Let’s make it clear who is an angel and who is a demon.

Angels are loyal customers with reasonable questions and requests.

If we are talking about demons there are few types with one trait in common – all of them will try to use and abuse your company as much as possible only if you let them.How to deal with your customers

If you are a part of customer support team at your company, this scenario is something that you are probably occasionally experiencing.

You have received a message from an angel, be aware that there is some real issue if angel looks for help. Don’t hesitate to investigate the cause of the issue, because the feedback from angels improves your product. Angels are always honest and even eager to assist you in resolving the specific issue as much as they are able to. They will kindly provide you with all the information you need in order to investigate and resolve the issue that they are experiencing. By resolving the problem, you will improve your product and it will be more reliable. Also, people’s confidence in your product will grow and your happy customers will speak only the best.

There is also the other scenario and this one is more likely to happen.

You are starting the shift fresh and eager to help and assist your customers, but the first e-mail came from a demon customer. Usually it’s a costumer familiar to most of your colleagues and no one likes to start a shift with him/her.

Of course you’ve been told to be polite and pleasant and you are, but they will try to push you over the edge every time. When you have a known demon customer to deal with, my advice is to consult your superior on your next steps, because if they are not satisfied with your answer, expect a false complain on your attitude to your superior.

Customer Happiness

Most of them are complaining and wasting your time just to gain some benefits, and for the most of them it’s a repetitive modus which you could track if you are able to check their previous messages sent to your department.

Costs that those costumers are producing are much bigger than their value so you are in a bad position if it’s on you to decide what to do.

If it’s a measurable service that your demon customer is paying for, you could check if he is right or not and according to those results you could grant him a discount or refund, otherwise you could provide a proof that your company is right. Even after the proof is provided, they will persist in contention that they are right and you are paid to serve them.

Your job is to protect the interest of your company and to participate in company’s growth and you will fail in that task if you allow the demon customer to win. Be polite, be pleasant, but draw the line when it’s needed and stand your ground. It’s on you to think carefully and not to insult customer but also not to harm your company.

The other kinds are those who think that you are working for them just because they are paying for some sort of service to your company. Your job is to assist them and to educate them through the messages. Sometimes when you don’t have enough time to walk your customer through some process it’s faster to finish the job for them and send them an answer with step by step explanation on how it should be done. It would be great to also include screenshots and useful links in the message.

services-customer-care-header

If you miss to send an answer with explanation included you should expect the same customer again with the same issue, assured that you will do the same thing again for him and that it’s your obligation to work for him. Please note again that you are working for the company that pays you every month.

Some of them will even double-cross you by giving the five stars rating to the conversation they had with you, just to gain your trust in order to use you again for free. The only cost for the customer is one click and the benefit is free employee for him.

Demon customers will try to go around you by opening new ticket to customer support with belief that someone else from your team will meet their requirements. If you assume that this scenario is possible, my suggestion is to alert your colleagues and update them with information about the demon.

If you are wise enough to make difference between angels and demons you are a good part of the team – prevent demons to affect your mood and to call into question your integrity and knowledge.

Customer Happiness

In a perfect competition world, it’s crucial to reduce churn and increase conversion. You are under constant pressure to preserve customers and to attract and engage new, but at the moment when demon customers cost too much it’s better to let them go then to lose time and money. If a company depends on a few customers, that kind of company shouldn’t exist.

You could easily earn respect from your customers with an empathy, integrity and knowledge.

Believe in the product that you are presenting and supporting and never let any costumers make you think that your product is crap.

Your job is to educate, help, assist but the crucial part is to understand the customer and to be wise enough to make difference between ANGELS AND DEMONS.

People will never forget how you made them feel.

Call For Authors

Do you think Customer Happiness is an important aspect of every business? Would you like to share your experience on this subject with the rest of the web? Become an author and share your thoughts on Customer Happiness!

Join Our Team

How Can I Become an Author?

It’s simple! Just register at our website and afterwards, send me an email to davor.altman@gmail.com with the subject CH Belgrade Author and a brief description of your experience with Customer Happiness.

Looking forward to hearing from you!