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What if leading with kindness could transform not only your team but also your customer relationships? Join us for our 10th episode, featuring Sarah Caminiti!

With over two decades in customer support, Sarah reveals the secrets behind compassionate leadership and how it fosters remarkable customer experiences and builds brand loyalty.

This episode is packed with practical insights for proactive leadership, the impacts of toxic work environments, and how intentional acts of kindness with your team can create a ripple effect of empathy for your customers.

Listen to Sarah's podcast, Epochal Growth, subscribe to her YouTube channel, and find more info about The Kindness Initiative at Epochal Operations!

Links mentioned in this episode:

• Miro Team Charter Template
• Elevate CX
• Support Driven

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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Should your small business stick to regular business hours or add after-hours support without burning out your team? 

In this episode, Priscilla chats with support specialist Cara Pacetti about how Buzzsprout’s in-house help desk tested weekend and evening coverage without turning into a 24/7 call center or hiring a pricey after-hours call answering service.

You’ll hear how we:

• Checked time zones, call volume, and support requests to confirm customers actually needed help outside normal business hours.
• Ran trial-and-error schedules (split shifts, real-time notifications, limited on-call windows) to streamline call handling and troubleshooting—while protecting customer satisfaction and team sanity.
• Shared the workload fairly with quarterly rotations, clear escalation paths, and transparent hiring so new teammates know weekend duties up front.
• Said “no” kindly to feature requests, improved the customer service experience anyway, and routed true roadblocks ahead of nice-to-have questions.
• Weighed outsourcing to a live answering service, telephone answering service, or live agents vs. keeping support in-house. 

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

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Megan Nelson from the Buzzsprout Podcaster Success Team joins us to discuss the art of working with angry customers without losing your cool. In this episode, we give you actionable strategies that will not only help you handle tough situations with grace, but also elevate your customer support experience to new heights!

Learn how to maintain calm, set boundaries, and resolve issues with empathy and professionalism!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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In this episode of "Happy to Help", we have Buzzsprout co-founder, Kevin Finn, on to walk us through the evolution of Buzzsprout support.

From the humble beginnings of a shared Gmail inbox where customer feedback directly impacted the platform's future, to the present-day well-oiled machine of a dedicated team, this episode uncovers what happened behind the scenes.

As we discuss the early challenges, Kevin highlights the fine balance between nurturing a startup and the burgeoning demands of customer care. Through the years, Buzzsprout support has transformed into a Podcaster Success team, and Kevin and Priscilla talk about what that looks like and how to navigate those changes within a growing team.

Mentioned in this episode:
Happy to Help - Episode 5: The Right Tone for Remarkable Support
Buzzcast - Episode 46: The Day Podcasts Stopped

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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Ever wondered what secret sauce goes into crafting an exceptional customer support team? Buzzsprout Co-Founder, Marshall Brown, joins us to peel back the curtain on the traits and talents that make or break the art of support. 

We're sharing our hiring playbook at Buzzsprout, revealing creative interview techniques, and the importance of soft skills like patience, empathy, and effective communication. We'll share insights and stories that might have you rethinking the way you approach hiring, training, and nurturing your customer support staff!

To cap it off, we tackle a listener's tech support gripe and turn it into a teachable moment on validating customers' concerns with respect and diligence. 

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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In this episode of Happy to Help, we explore how your brand’s tone of voice can shape the customer experience and strengthen customer relationships. Whether you’re replying in a help desk ticket, drafting a social reply, or building an automation, tone is everything.

Priscilla and Jordan walk through real-world examples and behind-the-scenes strategies from the Buzzsprout customer support team, breaking down how to define a consistent tone of voice across communication channels, especially in written formats where actual words, punctuation, and even emojis matter.

You’ll learn when to use a formal tone vs. something more casual, how to tailor a specific tone for different scenarios, and how tone can build trust, improve customer satisfaction, and reflect your brand personality and brand values.

Plus, we discuss the role of active listening, how to adjust your communication style in tense moments, and why tone might matter even more in the absence of body language.

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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On this episode of Happy to Help, we unpack why your support team should have strategic communication goals and how to set them. Setting pillars (or goals) for your support helps inform the message and ideas you convey with every customer interaction. 

We'll guide you through the process of identifying realistic goals that align with your company values, and how to communicate those goals with your team. Then we discuss the importance of reviewing work to make sure it aligns with your goals and celebrating when those on your team do work that drives it home! 

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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When perfectionism runs the show, the customer experience pays the price. In this episode, Priscilla Brooke sits down with Buzzsprout co-founder (and former frontline customer service rep) Tom Rossi to unpack why chasing “perfect” customer interactions can block great customer service, slow problem-solving, and erode customer satisfaction and what to aim for instead: mastery.

You’ll hear how admitting mistakes, practicing active listening, and following up in real-time build customer loyalty and trust. Tom shares how a customer support team can balance speed with thoroughness, design a customer service strategy that empowers team members, and stay customer-centric without hiding behind automation or rigid policies. We also dive into onboarding new reps, sharpening customer service skills, and using metrics for optimization. Not to obsess over “perfect” emails, but to improve every service interaction and touchpoint along the customer journey.

Plus: a wild social media case study with a viral restaurant tweet to illustrate empathy, pricing policies, and the bottom line for small business customer care. Learn how to handle customer feedback, meet customer needs, and retain customers even when things go sideways.

Whether you’re a customer service representative, a support lead building exceptional customer service, or a founder protecting retention, this convo delivers the know-how to create effective customer service without burning out your team or your relationships.

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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Empathy isn't just a buzzword within customer support—it's a vital tool that we can use as customer support specialists to connect with your customers.

On this episode of Happy to Help, Brian Johnson from the Buzzsprout Support team joins Priscilla to talk about the power that Empathy has when supporting customers. Brian's hospitality background at Chick-fil-A gives him some great insight into how personal connection can build brand loyalty.

During this episode, we discuss empathy's critical role in customer interactions and discuss why it's a soft skill that is not only hard to teach but also essential to seek out during the hiring process. We take some time to look at how empathy can help turn a frustrated customer into a happy one and we walk through some practical uses of empathy in our support communication.

Plus, we discuss a Support in Real Life story from a listener! 

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!

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Welcome to the first episode of Happy to Help, a podcast about customer support from the people at Buzzsprout! 

Remember the last time you reached out to customer support and ended the interaction with a smile? It's a rare occurrence, but we are on a mission to make that the norm! 

At most companies, customer service is an afterthought, but we want to bring it to the forefront! In this podcast, we will discuss how to create customer experiences that exceed expectations, as well as how to foster a workplace culture that allows your support team to thrive. 

Whether you're answering emails, leading a team, or shaping a company's support, this is your invitation into a community that values exceptional service as much as you do. So share your stories, ask your questions, and let's transform the art of customer support together!

We want to hear from you! Share your support stories and questions with us at [email protected]!

To learn more about Buzzsprout visit Buzzsprout.com.

Thanks for listening!