Category: support
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The Customer Service Survival Kit
…What to Say to Defuse Even the Worst Customer Situations We’re starting a book club in my team and going through this book, “What to Say to Defuse Even the Worst Customer Situations” by Richard S. Gallaghe. I’ve heard a lot of good things about it, it’s one of those books which is recommended for…
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Supporting support
Earlier today I tweeted a request See if you reach out to a support team, they help you solve a problem in their reply OR you figure it out yourself, gonnae reply back to let them know? You'll honestly help other customers. If our reply helped – you've no idea how much of a buzz…
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My Support History or I used to be a poker dealer
This is post one in a series of 6 for the Support Driven Writing Challenge For a good while of my career, I wanted to get into web development, but for various reasons, I didn’t get past making a few websites, and doing some testing. I realised looking back, that actually I love helping people as…
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Jeremey DuVall on “How All Hands Support Works Automattic”
The superb Jeremey DuVall explains how we bring everyone through Support at Automattic. This is timely as I’ve just started buddying my second (!!) initial Support Rotation. He’ll end up in another team doing JavaScript, but right now he is very eager to learn about our Customers and the contact we receive. For the initial three…
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