From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome.… Read More »How to Empower Your Support Team with More than Smiles
It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s a lot to learn after orientation. As anyone who ever… Read More »Customer Support Training Is Way Too Passive
Team management ideas, activities and models When something goes wrong, you need to know that you’ve got the right team to handle any crisis. You… Read More »How to Work with Your Engineering Team When the Heat Is On
Shit happens, products break. The important thing is how you help your customers get past it. Often, the first thing a customer sees when something… Read More »Error Messages: A Great Way to Annoy the Hell out of Your Customers
It’s time to start thinking about your customer support department as a funnel. Marketing, sales and human resources teams all build department processes around a… Read More »Move Customers Down the Support Funnel and Up the Loyalty Ladder
Product and Service Remember the last time you researched about a product online before buying it? Were you only reading reviews about the product or were… Read More »Should Product and Service Be Rated Separately?
Once upon a time, you needed to physically go stand in a line to get help. You’d take a Ticket and queue until the customer… Read More »It’s Time to Retire The “Ticket”
Do you know what your support process looks like to a customer? It’s pretty easy to see what it looks like on your side. Internally,… Read More »The 6 Step Guide to Mapping Your Support Journey
In What Goes into a Help Center Audit, we cover the eight basic steps of what to look for in your help center. In this… Read More »How to Do a Help Center Health Check
Every so often, a support scenario is so embarrassingly bad that it violates every tenet of the customer experience. The support journey I’m about to… Read More »The Anatomy of a Terrible Support Experience
We like to think that the more choices we have, the happier we are. More choices equals more freedom, right? Who doesn’t like freedom? This… Read More »How the Paradox of Choice Affects Support
For home bakers, King Arthur Flour is somewhat of a holy grail. As the friendly Vermont-based purveyor of all things baking – including some of… Read More »The Only Flour Company with an Emergency Hotline