Customer Support Leaders

195: The Perfect Support Email with Leslie O’Flahavan

195: The Perfect Support Email with Leslie O’Flahavan

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...

Charlotte

16th April 2021

194: The Perfect Support Email with Craig Stoss

194: The Perfect Support Email with Craig Stoss

Craig and I wonder whether the perfect email exists, or whether we are just at the whim of the mood of the recipient....

Charlotte

15th April 2021

193: The Perfect Support Email with Nicholas Zeisler

193: The Perfect Support Email with Nicholas Zeisler

Nick Zeisler believes we should take on the stress of our customers, in all our communications. Everything is recovery, down to the micro...

Charlotte

14th April 2021

192: The Perfect Support Email with Stacy Justino

192: The Perfect Support Email with Stacy Justino

Stacy believes that the key to the Perfect Support Email is the ‘hook’ that engenders the trust of the customer. It’s about understanding...

Charlotte

13th April 2021

191: The Perfect Support Email with Ethan Walfish

191: The Perfect Support Email with Ethan Walfish

Ethan Walfish is a former panelist (take a listen to our discussion on Support Leadership 2.0 back in episode 105), and joins me...

Charlotte

12th April 2021

190: Support in the Business with Josh Magsam

190: Support in the Business with Josh Magsam

Josh and I settle on the idea that a Support team that generates revenue is effectively another product, and deserves similar investment and...

Charlotte

9th April 2021

189: Support in the Business with Craig Stoss

189: Support in the Business with Craig Stoss

Craig returns to reinforce the idea that "Customer Experience is a mindset, not a department". We talk about how Support relates to all...

Charlotte

8th April 2021

188: Support in the Business with Natalie Ruhl

188: Support in the Business with Natalie Ruhl

Natalie leads a team that has been everywhere in the business! Here, we talk about the relative merits of each placement, but also...

Charlotte

7th April 2021

187: Support in the Business with Doug Akers

187: Support in the Business with Doug Akers

Doug Akers joins me for the first time today, to talk about Support in the Business. Doug is a strategic technology leader who...

Charlotte

6th April 2021

186: Support in the Business with Greg Skirving

186: Support in the Business with Greg Skirving

Greg joins me to talk about the role of Support in the business, and reminds me that a user guide is another form...

Charlotte

5th April 2021