The FT Word

The FT Word is a free monthly newsletter with support management tips. To subscribe, click here. The subscription list is absolutely confidential; we never sell, rent, or give information about our subscribers.

Welcome

to the October 2015 edition of the FT Word. Topics for this month:

Building a support operations function — when and how to separate planning from delivery roles
The truth about trust — a book review with tips on creating trust with customers and team members
Learn how to onboard customers successfully. Al Hahn, President of ASP, will interview me on this topic on 10/20. Sign up! It’s free.

FT Works in the News

Upcoming Webinar on Onboarding. Mark your calendars for Tuesday, October 20th at 11am PST. I will be interviewed by Al Hahn, President of the Association of Support Professionals, about techniques for onboarding customers. Register here and let me know if you have any specific requests for what you would like me to cover during the interview .

The first chapters of The Art of Support, Second Edition are coming back from the reviewers covered in virtual red ink. I’m so pleased with all the feedback! The second draft is in progress and the release date will be December. I will send advance-order information next month.

Curious about something? Send me your suggestions for topics — or add one in the comments — and your name will appear in future newsletters.

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.