@cyn and @chase have it right, you need another person’s perspective to answer the concern. So I think getting that customer in front of another agent/perspective is the most useful thing you can do to calm the situation.

The best way to set up that transfer is with honesty. “I’m noticing that we might not be connecting properly on this. My…[Read more]

I would go with “what do you do for fun?” It’s a simple question, but it can tell you things in many different layers. Right off the bat it’s a non-standard interview question so it throws them for a little bit of a loop. That lets you see how quickly they can react to a change of pace, which can happen a lot during a support conversation.

From…[Read more]

Hello everyone! I’m Bill Bounds, the Head of Support at MailChimp. When I started there were maybe 3 people in support and now we’re about to pass 90 people on the team. @evan invited me here after I spoke at UserConfNYC and I’ve been lurking ever since.

As for my free time, I have a daughter who absolutely rules [me]. I like just about anything…[Read more]

Oh I like this question. I guess it’s fitting this would pull me out of lurking.

No clue on emails as far as a personal best. There’s too many instances from the before-times at MailChimp where something would break, you’d make a canned message, and then crank through 200-300 tickets before resuming your standard day.

What I do know is my…[Read more]