Understanding Escalation Management with Parker Chase Corwin
171 بار بازدید -
ماه قبل
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Despite our best efforts at
Despite our best efforts at keeping our customers at ease, it may so happen that the customers may not be fully delighted. Understanding, managing, and fulfilling customer expectations needs our proactive approach as CSMs.
In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer management: handling customer escalations.
With over 20 years of experience in customer success, Parker shares his insights into the complexities of escalations, starting with defining what an escalation truly is and why early-stage companies often struggle as they transition from founder-led support to a more structured process.
Together, Parker and Mausmi discuss the challenges of maintaining customer trust, the importance of post-escalation analysis, and proactive outreach to prevent future crises and improve overall growth and profitability.
Timestamps
0:00 - Preview & Introduction
4:40 - Defining Escalations
6:30 - Escalations are growth inhibitors
7:50 - How to be resourceful during escalations?
10:40 - Ensuring transparent communication during escalations
15:01 - Identifying the level of communication during escalations
18:10 - How to not over-promise and restore trust
23:15 - Managing customer relations post-escalation
27:06 - Winning trust as an account manager
31:07 - Adjusting customer expectations
33:01 - Reverse engineering escalations to improve customer service
36:50 - Closing
_____________________________________________
About Parker:
Parker Chase-Corwin is a customer-focused go-to-market leader with 20 years of experience in the software and services industry. He has demonstrated his mastery in customer success, operational, sales, and account management roles and had the privilege of building several customer-facing teams from the ground up across several diverse companies and in various stages of maturity. He has been recognized as an innovative collaborator in cross-functional initiatives for his emphasis on enhancing the customer experience; minimizing customer attrition; growing recurring revenue streams; and optimizing operations.
Follow Parker on LinkedIn 👉LinkedIn: parkercorwin
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Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 LinkedIn: mausmiambastha
In this episode, Parker Chase-Corwin joins Mausmi Ambastha, our host to discuss one of the most critical aspects of customer management: handling customer escalations.
With over 20 years of experience in customer success, Parker shares his insights into the complexities of escalations, starting with defining what an escalation truly is and why early-stage companies often struggle as they transition from founder-led support to a more structured process.
Together, Parker and Mausmi discuss the challenges of maintaining customer trust, the importance of post-escalation analysis, and proactive outreach to prevent future crises and improve overall growth and profitability.
Timestamps
0:00 - Preview & Introduction
4:40 - Defining Escalations
6:30 - Escalations are growth inhibitors
7:50 - How to be resourceful during escalations?
10:40 - Ensuring transparent communication during escalations
15:01 - Identifying the level of communication during escalations
18:10 - How to not over-promise and restore trust
23:15 - Managing customer relations post-escalation
27:06 - Winning trust as an account manager
31:07 - Adjusting customer expectations
33:01 - Reverse engineering escalations to improve customer service
36:50 - Closing
_____________________________________________
About Parker:
Parker Chase-Corwin is a customer-focused go-to-market leader with 20 years of experience in the software and services industry. He has demonstrated his mastery in customer success, operational, sales, and account management roles and had the privilege of building several customer-facing teams from the ground up across several diverse companies and in various stages of maturity. He has been recognized as an innovative collaborator in cross-functional initiatives for his emphasis on enhancing the customer experience; minimizing customer attrition; growing recurring revenue streams; and optimizing operations.
Follow Parker on LinkedIn 👉LinkedIn: parkercorwin
_____________________________________________
Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 LinkedIn: mausmiambastha
ماه قبل
در تاریخ 1403/03/17 منتشر شده
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