Support Ops

Learn to be a customer support pro.

Archives for May 2014

Back in Two Weeks

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Summer is here! Or at least if feels like it around my farm. Hot days, cool nights, and the grill going every chance we get.

The next two weeks in the Clemons household are a tad bit crazy. We’re in the process of buying our first house. We’ve also got a vacation planned for next week.

The rest of our hangout team also has a few things planned and trips scheduled. So long story short, we’re going to take a break and be back in a few weeks. Until then, you can catch up on any hangouts you might have missed here.

Now go out and enjoy the last bit of spring and the start of summer!

#44 — Empower Your Team Part Two

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This week, we’re talking more about what it means to empower your support team. We’re looking at what they should focus on besides support and how we help them grow their other skills.

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

This week’s shoutouts

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#43 – Support with Social Tools

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This week’s hangout is all about using social media tools with your customers. Using tools like Twitter and Facebook are a two-edged sword. When you get it right, people like to let others know you got it right. But when you get it wrong, they make sure to let their followers know about that too.

More than one million people view tweets about customer service ever week. Just one bad interaction can wipe out a slew of good ones. So let’s talk about ways that you can use social media to make your customers happy every time.

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

This week’s shoutouts

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.

#42 – Working with Frustrated Customers

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This week, we’re talking about how to work with frustrating customers. It’s easy to get frustrated with a customer. I’ve been there, done that, and got the t-shirt.

These are the customers that aren’t answering your questions. They’re not trying what you ask. They just keep complaining about the problem while expecting you to magically fix it.

But at the end of the day, you’re on their team just like your mom was on yours even though you sucked it up at junior pro basketball. So let’s talk about how to work with them in those situations.

Listen / Watch the Episode

Ways to listen or watch: iTunes | MP3 | YouTube | RSS 

This week’s shownotes

This week’s shoutouts

  • Chase L. – Slack
  • Jeff – Carolyn and her awesome UserConf talk
  • Chase C. – UserConf

If you’ve got a question for us or an idea for a future episode, send us a message here. And if you enjoyed the show, show us some love by giving us a review in iTunes.