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The Customer Support Roundup

January 12, 2013 By Chase Clemons 6 Comments

Every week, there’s some great articles out there on customer support and the overall customer experience. Most of us working on support teams tend to be busy helping customers so we don’t have a chance to go scouring the web for them.

To fix that, I’ve got a brand new section of the Support Ops site with the customer support roundup. Each weekend, our team here will make sure you’ve got the best articles from the past week. Weekends are perfect for reading so it’s a good chance to see what might have been missed in the past week.

If you’ve got any articles or links that we’ve missed, make sure to let us know in the comments. You can also grab it as a Readlist here.

Now go find a cup of coffee and dig in!

1. UserConf NYC

UserConf is back in the Big Apple. Great speakers and a fantastic city. What more could you want in a support conference?

2.  Customers Remember Pleasant Surprises

Give your customers a nice surprise every now and then. They’ll reward you with their loyalty for it.

3. Dumb Customer Service Rules

Your customers and your team hate dumb rules that make no sense. Ditch them when they no longer serve a purpose.

4. On the Importance of Culture

What happens if your team gets taken out by the flu? Or if there’s a holiday rush that swaps them? Evan from UserVoice shows how important your team culture really is.

5. Don’t annoy your customers to prevent small troubles

There will be trolls, spammers, and generally unpleasant people who try to interact with you. But as Adam puts it, “Don’t create systems that disadvantage the great majority of your customers just to prevent a tiny fraction from taking advantage.”

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Comments

  1. Flavio Martins says

    January 12, 2013 at 10:10 pm

    Thanks for the mention here! This is a fantastic list of some great customer service topics. It’s a set of articles for any organization that is truly committed to developing great customer experiences.

    Reply
    • Chase Clemons says

      January 12, 2013 at 10:26 pm

      Absolutely! I’ve got a feeling it’s not the last time I’ll mention your posts around here. They’re just packed full of good info and thoughts.

      Reply
  2. Adam says

    January 13, 2013 at 5:26 pm

    Hey Chase,

    Thanks for the shout out! This is a great collection of advice for customer facing professionals. I particularly like Flavio’s advice regarding ditching the dumb CS rules.

    Reply
    • Chase Clemons says

      January 13, 2013 at 9:46 pm

      Definitely! Thanks for putting out awesomeness with every article over at CTS.

      Reply
  3. Shep Hyken says

    January 15, 2013 at 7:54 am

    Great ideas here. Especially appreciate the last one. Sometimes companies make rules to prevent the 1% (or less) of bad customers, thereby penalizing all of the good customers.

    Reply
    • Chase Clemons says

      January 15, 2013 at 9:02 am

      Thanks Shep! That’s a trap I fall into as well sometimes. It’s easy to make a rule to deal with those bad customers. But it’s not as easy to keep it from affecting the 99% of good customers that you have.

      Reply

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