Customer Support Leaders have often been there, on the front line with customers. They understand how things work, and the value of support. They understand the needs and foibles of their customer base. Unlike most other disciplines, there’s no training for this role. No two CS Leadership roles are alike. No two CS Leaders are alike. So this is our opportunity to hear from those leaders and learn from them. Whether you’re a CS leader now, or you aspire to be, this is the podcast for you. Each week five different leaders discuss a topic with me, Charlotte Ward. Listen and learn every day!
From The Archives:: Support’s Relationship to SalesNicholas Zeisler (“Zee” to his friends, and “Zed” to his British friend over here) returns to talk ...
From The Archives: Support’s Relationship to ProductAndrea Saez joins me for the first time, where we talk about capturing all customer conversations ...
From The Archives: Freelancing in SupportAndrei Kamarouski joins me from Belarus, to talk about freelancing as a Zendesk consultant, primarily using U...
From The Archives: CSATMo and I spend quite a significant amount of time talking about the value of those smiley faces. And we take an unexpected hypo...
From The Archives: Support ScopeMike Redbord believes you can build the scope of Support by saying “Yes” as much as possible!Support the show (https:/...
Week 87 Topic: “In Support, I Believe…”Simone Secci shares his Support Belief: It’s not always about giving the customer exactly what they expect.Supp...
Week 86 Topic: “In Support, I Believe…”Matt Dale shares his Support Belief: It’s all about making a human connection.Support the show (https://www.pat...
Week 85 Topic: “In Support, I Believe…”Craig Stoss shares his foremost Support Belief: The Customer Experience is the most import considerationSupport...
Week 83 Topic: “In Support, I Believe…”Ryan Klausner returns, this time from a new role, to share his most fundamental Support Belief: Agent Experienc...
Week 82 Topic: “In Support, I Believe…”Your very host, Charlotte Ward, tells of her most fundamental Support Belief: Metrics should measure, not rule....