When working in customer service, you’re supposed to always give the (technically) correct answer. While working in customer service for a Dutch internet provider I learned that the right answer often isn’t enough. This has influenced every conversation I’ve had since. In this presentation, I’ve shared the insights my team lead gave me, and help you use them.

1. Why solving the
problem isn’t enough
A Support Workshop

2. Taco Verdonschot
• Community Manager at Yoast
• GTE for Dutch
• WordCamp organizer
Twitter:
WordPress.org:
@TacoVerdo
TacoVerdo

3. Let’s start with a story
http://wickey.nl

6. Let’s do the same story
https://pixabay.com/nl/users/congerdesign-509903/

7. https://pixabay.com/nl/users/3dman_eu-1553824/

8. https://pixabay.com/nl/users/AnnaKovalchuk-5692419/

9. https://pixabay.com/nl/users/3dman_eu-1553824/

10. https://pixabay.com/nl/users/geralt-9301/

11. Result
https://www.grumpycats.com/image/72hEe5BfQy/august-18th-2017

12. What happened?
100% correct answer
Customer wasn’t satisfied

13. But why?!
Because customers have feelings too.
Because customers care about your product.
Because customers want to get what you promised.

14. Empathy vs Sympathy
http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy

15. Empathy vs Sympathy
http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy

16. Still don’t get it?
Watch Sesame Street
https://yoa.st/empathy

17. Stairs of Engagement

18. I want the sandpit I ordered
You promised I would receive my new sand pit
within 3 days after purchase. I haven’t received it yet.
This sand pit is a key element of the stage in which I want to ask
my girlfriend to marry me. If you don’t deliver on time, my whole idea fails!

19. Examples
Let’s look at a few real world examples
on wordpress.org/support/

20. https://yoa.st/sw-taco-example1

21. https://yoa.st/sw-taco-example2

22. Level with your customer
Just like Kathryn said during previous workshop
We’re not all newbs/pro devs.

23. Questions?
Right here and now.
On the support forums.
On Make WP Slack.
On twitter (@TacoVerdo).
Over a drink at WCUS.