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.
Recently I had a very bad experience with a VPS hosting provider. Although, I am so angry I could setup a domain with rants about that hosting provider and a universal poll with one button that would say “Press me if you thing X hosting provider sucks”, and then pay for that site until that … Continue reading Competing by enhancing customer experience