Using a Customer Response Blueprint to Answer Customer Questions, Part 1

How to handle forgotten passwords, refund requests, unusual and unreasonable refund requests, and chargeback threats

Prepare your customer service team to handle most support requests with a customer response blueprint....

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Filed in Business Operations, Customer Service, Subscriber Only

Kathleen Greenler Sexton

Kathy Greenler Sexton is the CEO & Publisher of Subscription Insider, a digital media company that delivers intelligence on how to build, market and sell subscription-based products and services. (www.subscriptioninsider.com) She is a recognized expert in digital subscription business models, market strategy, brand development, and digital information products.

Prior to Subscription Insider, Kathy led the SIIA Content Division as its VP & General Manager growing membership and revenue while helping media, publishing and information companies navigate the dramatic changes in content creation, business models, and technology.

Kathy played key executive roles in the successful sale of Individual.com, NewsAlert/ Inlumen, and HighBeam Research. She launched and led the growth of leading digital brands including AltaVista, Individual.com, and HighBeam Research. She also executed turn-around and new-to-market solutions for SIIA, ZoomInfo, Business & Legal Resources, Inlumen, and OrderMotion.

Kathy is also the Managing Partner for Authority Media Network, LLC, the owner of Subscription Insider. She often speaks at industry conferences and co-hosts on the Radio Entrepreneur Network reporting on the Subscription Economy. She lives in the greater-Boston area with her husband and son is an avid skier and Boston sports fan.

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