It’s important to recognize and enjoy the impact of others in your company. And more important to express the full understanding of their work openly through regular shoutouts.
All customer support teams receive out of scope support requests. What sets a team apart is how they handle them.
As a people manager of customer support teams for quite some time now I am obsessed with giving feedback. Feedback that’s actionable and can help folks improve and grow. I enjoy reviewing responses and finding opportunities to discuss them. The goal is to raise the quality.
There are problems with customer support that are trivial to fix. I wonder why so many companies get it wrong. We have been conditioned to believe offering great support is extremely difficult. I have found the opposite in my experience.
Leaving GitHub has not been an easy decision. I want to create my own calm company, and in the process create a simple customer support tool based on my 9 year experience at GitHub Support.
Long support threads can become stale. How can one move them forward after they have been neglected for some time?