by Nancy Dandolos | Feb 13, 2019 | Articles, Essentials of Support, SD Expo Europe
Every time I train a new colleague and the time comes for them to speak to their first customer, I see the same look in their eyes: what if something goes wrong? I was recently asked if I know how to deal with angry customers instinctively or whether there is a “cheat...
by Andrea Badgley | Feb 12, 2019 | Articles, Career, Featured, Speaker Guide
One of my favorite pieces of advice when I gave my first public presentation was this: as you’re preparing, write your presentation in blog post format, include your slide deck in the blog post, and schedule the post to go live during or adjacent to the time of your...
by Karen Arnold | Feb 7, 2019 | Articles, Featured, Remote, SD Expo Europe
A distributed workforce is the most effective way to build a company… Talent and intelligence are equally distributed around the world but opportunity is not. – Matt Mullenweg Founder and CEO of Automattic, the company behind WordPress.com WooCommerce, and...
by Sarah Betts | Jan 31, 2019 | Articles, Essentials of Support
“Non-Violent Communication, A Language of Life” by Dr. Marshall Rosenberg Dr Michael Rosenberg’s Non-Violent Communication is probably not on many must-read support book lists. I’d like to change that. I first read NVC 5 years ago as I was...
by Andrea Badgley | Jan 24, 2019 | Articles, Knowledge Management
FAQ’s are a great way for users to find answers to questions and reduce the burden on customer support. Great FAQ’s are well written and here are 6 ways to write a winning FAQ page. Image by photosteve101 This post was originally shared by Scott on Oct 5,...
by Andrea Badgley | Oct 23, 2018 | Articles, Career, Resources
Last week, I read a string of messages in Support Driven’s #career-development Slack channel in which community members were essentially asking, “I want to apply for a job in customer support. I have the quality and skills to be a good support agent, but...
