Customer Support Leaders

Send us Fan Mail Week 66 Topic: The Perfect Support Email Leslie O’Flahavan is a get-to-the point writer and an experienced, versatile writing instructor. E-WRITE owner since 1996, Leslie has been writing content and teaching customised writing courses for Fortune 500 companies, government agencies, and non-profit organisations. Leslie helps the most stubborn, inexperienced, or word-phobic employe...

Send us Fan Mail Week 66 Topic: The Perfect Support Email Craig and I wonder whether the perfect email exists, or whether we are just at the whim of the mood of the recipient. How close to ‘perfect’ can we get without knowing the customer context? Support the show

Send us Fan Mail Week 66 Topic: The Perfect Support Email Nick Zeisler believes we should take on the stress of our customers, in all our communications. Everything is recovery, down to the micro communications that are happening every day in Support. Support the show

Send us Fan Mail Week 66 Topic: The Perfect Support Email Stacy believes that the key to the Perfect Support Email is the ‘hook’ that engenders the trust of the customer. It’s about understanding the customer and building their belief that you can solve their problem. Support the show

Send us Fan Mail Week 66 Topic: The Perfect Support Email Ethan Walfish is a former panelist (take a listen to our discussion on Support Leadership 2.0 back in episode 105 ), and joins me today to discuss that most convenient and most misused communication - email! How do we approach getting this ‘just right’. Ethan believes there are 6 distinct elements to the perfect email, and takes me through...

Send us Fan Mail Week 65 Topic: Support in the Business Josh and I settle on the idea that a Support team that generates revenue is effectively another product, and deserves similar investment and approach. Support the show

Send us Fan Mail Week 65 Topic: Support in the Business Craig returns to reinforce the idea that "Customer Experience is a mindset, not a department".  We talk about how Support relates to all parts of the business with that in mind. Support the show

Send us Fan Mail Week 65 Topic: Support in the Business Natalie leads a team that has been everywhere in the business! Here, we talk about the relative merits of each placement, but also the advantages and problems inherent in those moves. Support the show

Send us Fan Mail Week 65 Topic: Support in the Business Doug Akers joins me for the first time today, to talk about Support in the Business. Doug is a strategic technology leader who firmly believes in the mantra of customer, company, team, self. He believes that only when this order is respected can you unlock the true potential of each situation and individual. Over his career Doug has lead tech...

Send us Fan Mail Week 65 Topic: Support in the Business Greg joins me to talk about the role of Support in the business, and reminds me that a user guide is another form of support!  Support the show

Send us Fan Mail Week 64 Topic: Startup Support Diane Garcia debuts on the podcast to talk about the freedoms that come with working in a startup, and nice it would be to have a bottomless budget.  Support the show

Send us Fan Mail Week 64 Topic: Startup Support Nicole Jackson found that many startup founders cared a lot about their customers, and hit a lot of the same problems when it came to scaling. What experiences did they all have in common? Once you’ve listened to this episode, head over to her new podcast – Support Night School , and read up on her consultancy practice at Solid Support Strategy . Sup...

Send us Fan Mail Week 64 Topic: Startup Support Aurore Lanchart comes back after a long break, to talk about the importance of establishing tone in a startup. Support the show

Send us Fan Mail Craig believes one of the challenges with support in a startup environment is that it often begins with people who have never done support before. Here we discuss stepping into that environment as the first support leader. Support the show

Send us Fan Mail Week 64 Topic: Startup Support Zeni Bandy returns to the podcast this week, to talk about tackling support in a startup environment. Her biggest piece of advice: “Get help!” Support the show

Send us Fan Mail Specials: Fireside 16 Valentina Thoerner is a Empress in the support world, and, having moved from a support lead role at Automattic, now heads up Product at Klaus . Her official title is "Empress of Product", hence the tiara (though she assures me the truth is the other way round).  She describes herself thus: “At Klaus, I am the Empress of Product, moonlighting as Guar...

Send us Fan Mail Specials: Fireside 15 Eric Kades joins me to talk about saving our team’s time, and saving our customers’ time. Eric is the Founder of TextChat , a highly personalized live chat tool that brings the timelessness touch of human connection to the sophistication of AI technology. TextChat makes website live chat as sociable and easy as texting with a friend, so you can stop missing m...

Send us Fan Mail Specials: You’re the Host! #4 Craig questions me on collaboration with other teams! We cover everything from Product to BPO, and everything in between. I also tell an overly long story from overly long ago. Support the show

Send us Fan Mail Specials: Fireside 14 Chris Taylor returns today, having recently taken on a new business function - Customer Success - and then we fangirl/fanboy on Jira a little! Support the show

Send us Fan Mail Specials: You’re the Host! #3 Matt takes the mic from me today, and interviews me about starting in a new role. Support the show

Send us Fan Mail Specials: Fireside 13 Tadas Labudis is the CEO and Founder of Prodsight - a customer feedback intelligence platform. Tadas founded Prodsight in 2018 to help companies understand their customers and developed an AI-enabled platform that automatically tags support tickets, reviews, and other feedback. Along this journey, Tadas has helped hundreds of companies get insights from their...

Send us Fan Mail Specials: You’re the Host! #2 Recorded the week after I spoke to five leaders about Slack as a support channel, Vlad grills me on how much I learned from those conversations. Support the show

Send us Fan Mail Craig Stoss joins me again to talk about providing support through social media channels, and some of our common frustrations as customers who also happen to be support leaders.. Support the show

Send us Fan Mail Specials: You’re the Host! #1 Natalie Ruhl returns to flip the table and take over hosting an episode. She brings quite a collection of questions about challenges and seeking help.  Support the show

Send us Fan Mail Specials: Fireside 11 Sandra Thompson comes to share her significant expertise on Emotional Intelligence and its importance in our ability to serve customers.   We break EI away from Empathy, and talk about some of the elements of EI. After we finished recording, Sandra also mentioned a workshop she runs using Riders and Elephants , a brilliant resource to help businesses build em...