Meet Karla Gullon – Customer Support Team Lead
The quality of support you receive plays a huge part in the experience you have as an Emesent customer.
Which is why we’ve been hard at work behind the scenes on some new customer initiatives that will help ensure you get the best possible support, right when you need it.
Driving delivery of these initiatives is Karla Gullon, Emesent’s Customer Support Team Lead. Recently, we managed to persuade Karla to step into the limelight and have a chat with us about all things Emesent Support.
What’s a common misconception about working in customer support?
A common misconception is that customer support consists solely of taking calls, emails, and following a script. In actuality, it all comes down to solving problems, exercising critical thought, and managing various client personalities. The ability to identify problems fast, control expectations, and come up with solutions that benefit the client and the company requires a great deal of talent and skill.
How do you balance efficiency with delivering a great customer experience?
Excellent service is correlated with efficiency. Fixing problems correctly the first time is the aim, not merely closing cases quickly. Using the appropriate technologies, optimising workflows, and ensuring team training are all part of this. It’s crucial to communicate clearly so that clients feel heard and understood while receiving prompt service.
What’s one customer interaction that left a lasting impact on you?
One client had a complicated problem that at first glance appeared to be grounds for contract termination. Rather than simply going through a set process, I spent time getting to know their issue, collaborating closely with the client and an outside support team, and figuring out a solution. I also recommended a partner service, in order to make sure that their future setup goes more smoothly.
Ultimately, the quality of service they received was the main reason they decided to remain with the product. In terms of client retention and trust, it served as a fantastic reminder that going above and beyond may make all the difference.
How do you handle difficult customers while maintaining team morale?
I remind my team that challenging clients are typically not personally upset, but rather unhappy with the circumstances. Maintaining composure, attentively listening, and establishing clear expectations are all important ways to defuse tense situations. By providing them the space to vent or stepping in when necessary, I also make sure my team feels supported. Dealing with difficult situations is much simpler when one has a strong team mentality.
What’s the biggest lesson you’ve learned as a customer support team lead?
Effective communication and coordination are crucial, not only with clients but also inside the team and between departments. The best customer experience is provided by a workforce that is well-supported. I’ve also discovered how crucial it is to speak up for the group and clients, ensuring that feedback truly results in advancements.
Fixing problems correctly the first time is the aim, not merely closing cases quickly.
