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  • Tag: soft skills
August 26By Françoise Tourniaire Customer Success, Technical Support Leave a comment

Summer Reading: Difficult Conversations

Another summer reading installment! Difficult Conversations: How to Discuss What Matters Most is a wonderful business book that masquerades as a self-help book. I find it

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July 22By FT Works Customer Success, Technical Support Leave a comment

Tight vs. Loose Cultures: Why it Matters for Support

It’s awfully difficult to break the world into two parts, and while the author of Rule Makers, Rule Breakers: How Tight and Loose Cultures Wire Our

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July 8By Françoise Tourniaire Customer Success Leave a comment

Working with the Sales Team — A CSM Basic Skill

Sales and Customer Success can be invincible allies–or deadly enemies. Here are 5 tips to foster the former. Clarify As with any other collaboration, clarity

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March 20By FT Works Customer Success, Technical Support Leave a comment

Empathy is not the answer

In its January-February issue, The Harvard Business Review reports on a survey of customer service reps that destroys the idea that high-empathy reps are the best.

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February 8By FT Works Technical Support Leave a comment

Planning Ahead: 3 (!) Presentations at TSW San Diego 2017

I am delighted to have been asked to present on three different topics at the upcoming TSW conference in San Diego in May. Two presentations

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December 19By FT Works Technical Support Leave a comment

Patient Compliance: a big headache for physicians, with lessons for support

I like to point out the many parallels between medicine and support, since they both involve a patient/customer and a physician/support engineer and they both require

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December 14By FT Works Technical Support Leave a comment

Introducing The Art of Complex Support

After 18 years, hundreds of workshops, thousands of participants, and a towering stack of  accolades, I am retiring the Managing Customers workshop and replacing it with

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October 20By FT Works Customer Success, Technical Support Leave a comment

The Organizational Apology

This is the title of an article in the September 2015 issue of The Harvard Business Review, which focuses on entire organizations apologizing for serious

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September 14By FT Works Customer Success, Technical Support Leave a comment

The Truth About Trust – a book review with practical lessons for customer success

I recently read The Truth About Trust: How It Determines Success in Life, Love, Learning, and More by David DeSteno and found many relevant observations for us

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August 24By FT Works Customer Success, Technical Support Leave a comment

Change Management vs. Training

Over the years, we’ve had the opportunity to work with several vendors who were adding support channels (adding phone to an existing email channel, introducing

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