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The importance of networking in podcasting
How to grow your podcast audience
How to monetize your podcast
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Customer support is about creating a great customer experience that helps customers get stuff done as easily as possible. The secret to a great customer experience? It’s creating the right support culture. A great customer experience starts with creating the right support culture. A great customer experience starts with creating the right support culture. A great customer experience starts with creating the right support culture.
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The number one component of creating an amazing culture will depend on the people you hire. These are the characteristics I look for when hiring:
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For many candidates, especially those that are new to the workforce, their technical skills may not be very apparent on their resume. I love the example of the baseball Player Jose Bautista. He turned heads in 2010 when he hit 54 homers and won the Homer crown. I'm looking for people that may have been underutilized in their past roles or who are looking to start a different career. I 'm
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Quality isn’t something that is static. You need to maintain high standards of quality all the time and reinforce them. I was chided at times by our Support lead as I would review most of our support tickets that came in. I did this as I wanted to ensure that our response was professional and appropriate. Set the bar high when it comes to quality and ensure that it remains there as it’s easy to let this slip away if you aren’t vigilant — especially as your company grows.
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Here are a few examples of what we mean by “going the extra mile”. If you see them, call them out and celebrate them:
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Here are some of the important concepts that helped foster empowerment within the team:
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You need to have the right tools in place to make your team efficient. Free lunches are a great perk as you don’t need to worry about your lunch that day. Unlimited vacation policy is a powerful perk though. Team Outings are also part of team bonding outside of the normal work environment. Free lunches are a great perk as you don’t need to worry about your lunch that day it also encourages people to spend time together socially.
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Remember to focus on hiring the right people, establishing the right Metrics and fostering a close relationship with other teams. Our next challenge will be to ensure that we maintain this culture as grow.
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