The FT Word – January 2013
The FT Word
The FT Word is a free monthly newsletter with support management tips. To subscribe, send us email with your email address. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers.
Welcome
Happy New Year! And welcome to the January 2013 edition of the FT Word. Feel free to forward it to your colleagues. (They can get their own subscription.)
Topics for this month:
- Make it easy to say thank you. You may have a formal customer satisfaction survey process, but what about giving customers a very easy, very streamlined way to recognize a special effort?
- Add some charisma to your support. Successful support engineers and their managers have charisma. If you thought it had to be an inborn talent, find out how to develop the so-called “focus charisma” that makes customers trust you.
- Make a (headcount) plan — and get it approved! Staffing models are easy to build and simple ones are actually easier to build and to maintain than more complex ones. If you do not have a staffing model, learn how to create one. If you have one that could stand improvements, see how a simple approach can work.
FT Works in the News
ASP’s Website Awards
The Association for Support Professionals has opened its 2013 “Ten Best Web Support Sites” contest. Apply now — or improve your website with a makeover by FT Works.
Third Tuesday Forum Rescheduled
The Third Tuesday Forum talk with Jeff Russsakow on January 15th, 2013 is being rescheduled to February. The updated date and location will be shown here shortly — or subscribe to the Third Tuesday Forum mailing list and get timely reminders throughout the year.
Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters. I’m thinking of doing a compilation of “tips and tricks about support metrics” in the coming months so if you have favorites, horror stories, or questions about metrics, please don’t be shy.
Regards,
Françoise Tourniaire
FT Works
www.ftworks.com
650 559 9826
About FT Works
FT Works helps technology companies create and improve their support operations. Areas of expertise include designing support offerings, creating hiring plans to recruit the right people quickly, training support staff to deliver effective support, defining and implementing support processes, selecting support tools, designing effective metrics, and support center audits. See more details at www.ftworks.com.
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