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Recent Posts:
- #159 – The Final (Ultimate) Episode
- #158 – Support in both Work and Life
- #157 – The Future of Customer Support
- #156 – A Career in Support
- #155 – Customer Success – Don’t Slap It On
- #154 – White Glove Onboarding
- # 153 – Back to School with Classes
- #152 – I’ve Got to Onboard a Company?
- #151 – You’re an Onboarding Wizard
- #150 – Did You See Who Just Signed Up?
- #149 – Custom Onboarding Flows
- #148 – Personalized Messages to New Customers
- #147 – A Good Manager Gives Feedback Upward
- #146 – A Good Manager Actively Seeks Out Feedback
- #145 – A Good Manager Trains Their Replacement
- #144 – A Good Manager Admits Their Mistakes
- #143 – A Good Manager Helps Balance the Team’s Work/Life Schedule
- #142 – A Good Manager Creates Growth Paths
- #141- A Good Manager Knows the Team’s Strengths
- #140 – A Good Manager Will Keep Regular 1:1s
- #139 – A Good Manager Will Care Personally
- #138 – A Good Manager Will Listen
- #137 – A Good Manager Will…
- #136 – Preventing Burnout
- #135 – The Business Value of Thank You
- #134 – Your VIP Customers
- #133 – Protect Your Time
- #132 – Share Often
- #131 – Social Media Boundaries
- #130 – Live from SUPCONF NYC
- #129 – Turn the Ship Around!
- Thank You!
- #128 – Hug Your Haters
- #127 – Trust, Empower, and Clear the Path
- #126 – The Table, the Ugly Baby, and Creativity, Inc.
- From the Archives – #85 – Success vs Support Teams
- From the Archives – #89 – Keeping Your Team Happy
- From the Archives – #91 – Have a Little Fun
- #125 – Communicating Better as a Team
- #124 – Take Care of Yo Self
- #123 – To Specialize, or Not to Specialize
- #122 – Self-Mentor
- #121 – Setting Goals
- #120 – Helping with New Features
- #119 – The Show Jeff Thought We Were Doing
- #118 – Your Team is a Measure of Product Quality
- #117 – Growing Your Team’s Influence Part Two
- #116 – Growing Your Team’s Influence
- #115 – The Pipeline
- #114 – Making Your Product Better
- #113 – New Manager Series Roundup
- #112 – Manager Evaluations
- #111 – Finding a Mentor
- #110 – Going on Vacation
- #109 – Let’s Experiment
- #108 – Data, Data, Data!
- #107 – Manager Transparency
- #106 – Let’s Talk Money!
- #105 – New Hire Onboarding
- #104 – Mastering the One-on-One
- #103 – First Priority as a New Manager
- #102 – The New Year
- #101 – Welcome to the Holidays!
- #100 – Our 100th Episode!
- #99 – A Third Rapid Fire Episode!
- #98 – Effective Team Communications Part 2
- #97 – Effective Team Communications Part 1
- #96.5 – Saying “No” to Customers (Redux)
- #96 – Make Meetings Count
- #95 – Customer Satisfaction
- #94 – Customer Forums and You
- #93 – Pick Your Tools
- #92 – Embracing Hierarchy Again
- #91 – Have a Little Fun
- #90 – Supporting a Decision You Don’t Like
- #89 – Keeping Your Team Happy
- #88 – Your Best Work
- #87 – Fixing Bad Customer Experiences
- #86 – Proactive vs Reactive Support
- #85 – Success vs Support Teams
- #84 – Outsourcing Customer Support
- #83 – To Fix or Not to Fix
- #82 – Scheduling for Multi-Channel Support
- #81 – Customer Surveys
- #80 – Ticket Queue Management
- #79 – Lowering the Barrier
- #78 – Leaving Gracefully
- #77 – Tiered vs Collaborative
- #76 – Too Much Work?
- #75 – The Return of the Rapid Fire Episode
- #74 – Setting Customer Policies
- #73 – Real World vs Online Customer Service
- #72 – When Live Chat Works
- #71 – How to Get a Job in Customer Support
- #70 – How to Handle a Bad Day
- #69 -How to Talk With Your Customers
- #68 – Team Member Reviews
- #67 – Support Goals for 2015
- #66 – Hiring Done Right
- #65 – Great Support Meets Customer Retention