Richard Farrell is a support and service consultant with over 18 years’ experience in high tech and Internet software support and customer service. He helps businesses design, implement, and, if needed, turnaround their customer support and service organizations to reliably produce satisfied, loyal customers and retain staff.
Prior to consulting he held support management positions at Silicon Valley companies including Netscape and Sybase. He created and ran the support and service groups at two Internet startups.
He co-authored The Art of Software Support with Francoise Tourniaire of FT Works and has spoken at industry conferences. He owned and operated a retail business for seven years and practiced law for five before embarking on his support and service career.
He holds a B.A. from the University of California at Riverside and a J.D. from the University of California at Davis.