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?