Musings on Customer Service, Agility, and More

  • Magai.co and ChatGPT – My New Neurodivergent Superpowers

    Magai.co and ChatGPT – My New Neurodivergent Superpowers

    *The content below contains affiliate links for Magai.co. I wrote this post before I signed up for their affiliate program. It’s a product I love and believe in. I wasn’t diagnosed with ADHD until I was in college. In hindsight, all the signs were there but no authority figures in my life ever saw them.…

  • Start Making your Support Agents Your Sales Team! (Part 2 of 2)

    Start Making your Support Agents Your Sales Team! (Part 2 of 2)

    When I wrote Monday’s post on what a bad idea it was to make your sales team your support team, I let you know that a second post was coming and that my thoughts weren’t complete. I saw a lot of great conversation on Twitter and Facebook, and Mike Lyons in particular nailed the problem:…

  • Stop Making Your Sales Agents Your Support Team (Part 1 of 2)

    Stop Making Your Sales Agents Your Support Team (Part 1 of 2)

    At a conference I attended recently, I talked to representatives from a web hosting company about some issues that mutual customers of ours had experienced with their customer support department. We constantly hear complaints on our end (as a WordPress plugin) that this hosting provider isn’t interested in helping them, or tells their customers that…

  • Nothing is Special About Good Customer Service

    Nothing is Special About Good Customer Service

    Recently I had the opportunity to interview several candidates for a position with our company.  In the interview process, I asked a handful of carefully chosen STAR method questions and I noticed a concerning trend in some of the responses I received. As an example, one of the questions was “Tell me about a time…

  • Fix Your Support Processes with “Sustainable Support”

    Fix Your Support Processes with “Sustainable Support”

    For most of my career in customer service, I’ve worked in production environments.  Olin Chlor-Alkali, a chemical company that makes chlorine for use in a variety of industries, Amazon.com, and even a brief stint at Volkswagen.  In my time at these institutions, I’ve learned a great deal about lean manufacturing (a process by which you…

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