Wildbit: Uncertainty has no home in support
Remove ambiguous words from your support replies to provide clear answers.
The Case For Compassionate Empathy
The differences between compassion and empathy are small. How can they be fused together to make something better?
Intercom: Does your support team know more about your product than you do?
Sabrina Gordon, a customer support lead at Intercom shares about the value that a support team can provide to a product team.
Make it Happen
I recently finished Getting Things Done by David Allen. It's a 269-page book on how to get things done. Which might seem like overkill but it's full of good stuff on task-management.
HBR: Kick-Ass Customer Service
In an HBR study of 1,440 customer service professionals, they found seven different personas: Accommodators, Competitors, Controllers, Empathizers, Hard Workers, Innovators, and Rocks. They found that someone that fit the persona of a Controller excelled the most.