10 Principles of Good Support
Dave, Mad Mimi head geek, pointed out an article to me about Zappos and their core values that drive what is know to be an impeccable support approach that has fueled the company's success in a major way and continues to today, while the company is under the banner of Amazon. Before I knew about Zappos, Mad Mimi's approach to interacting with people had evolved naturally in a similar-yet-different-but-also-great way. Here's a little on the way I see things:
1. Great execution (of software).2. Great service (see below)I'll leave off dogma about software design for another time... but here are ten principles of managing a support team:1. You never know who you're talking to, so take a little extra time to be lovely and give good vibes.
2. Find every opportunity to go beyond limits of a conventional "support" experience.
3. Respond fast, intelligently, with proper grammar and lucid descriptions accompanied by images and videos.
4. Be yourself, don't be afraid to say no but more importantly, don't be afraid to say yes.
5. Always give the benefit of the doubt and treat everyone with an open mind.
6. If you don't know something, research it before you respond - even if it relates to something outside of the product you're supporting.
7. Be determined to make the life and business of person you're communicating with better - and let that be the sole driving force of the support experience you're providing.
8. Read the question twice.
9. Give unwarranted, thoughtful and subjective advice if you feel you would do something differently.
10. Customers are more important than sleep.
Posted by Mad Mimi
