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Eyal Avital was a part of in the Customer Happiness team at the age of 6. Eyal Avital is passionate about helping customers as well as food and travel and loves to find innovative solutions for customer issues. Let's learn a little more!
Let us know more about you: what you're interested in, where you're from and work
I'm a devoted lover of Mr. Rogers and I've always wanted the way I could assist people in some way. This led me to twenty years of support for customers and I have the ability to assist, help troubleshoot and cheer our customers on!
Eyal is always looking for the best new eateries
Thanks to a friend's nudge, I found an old-fashioned restaurant, and after 6 years I've never looked back. If I'm not busy helping clients or serving food, I'm looking for the best new hidden treasure or planning my next family adventure--with a cup of coffee in one hand, and a snack on the other.
What do your job duties there at Ensuring
Every day is an exciting, fresh adventure! I am able to assist customers from all around the globe and help them solve their issues. Whether it's explaining the benefits of our membership or unravelling a tricky problem I'm grateful to be here and make their lives easier.
unwinding from a hectic day of helping customers
With AI being a more effective technology for communication, I concentrate on keeping our support human--building relationships that are real, actively seeking the needs of their clients, and making sure everyone feels supported, understood and able to achieve.
Relive the most memorable interaction you had with our (potential) customers - the issue or problem they faced and how you solved it.
A customer wanted to offer an offer to its members we don't offer from the start. Instead of telling them "no," (we do our best not to) I discovered a novel solution using our API.
The custom solution met the requirements of their clients and was flawless! We all were thrilled by the result, turning a challenge into a win.
What do you think does it take to make a successful membership business?
I think keeping your subscribers active is the most important factor in developing a profitable subscription company. If creators truly connect with their members, it's about more than the mere transaction of money. It's about creating a space where members feel a sense of belonging to some sort of community.
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A few of Eyal's favourite foodie favourites
In a chaotic world, those connections can bring the joy of connection as well as a reason to remain.
What lessons have you picked up in your studies ?
It has been my experience that effective communication is essential to customer service, no matter if it's face-to-face or online. Although online support might seem easier, choosing an inappropriate tone or the wrong language could cause customer frustration.
It's the reason the PREACH model of communication (Proud responsible, Responsible empathic, articulate, Clear Human) is vital when it comes to helping any customer.
Eyal on another adventure
It is truly a pleasure to work with my team of support since everyone is a model of the same qualities when it comes to customer interactions. My biggest takeaway? Effective communication is something which you develop with time as well as a determination to improve from your missteps.
What three tips would you offer to a person in your field or department?
Three suggestions for success in customer support:
- Ask questions, then ask additional questions, in order to understand your customer's needs and get to the root of the issue.
- Follow up consistently in case you don't get a response. Customers appreciate the time and effort put into following through as everyone's busy.
- Stick to your commitments--keeping promises you made to customers increases trust and provides the long-term satisfaction of your customers. If you said that you'd send them an email one day in advance Don't forget!