Successfully reported this slideshow.
Customer Service For Sysadmins     H. Wade Minter      TeamSnap Inc.        @minter  minter@teamsnap.com
You only have to talk to the customers you want to keep.
The TeamSnap Story
Customers can be    inside yourorganization or out
What is greatcustomer service?
“Hello, no kidding really do wantto say  thanks for listening! I have no idea the last time one of these  submit feedback ...
“We had a request can you tell usthe order of sign up on availability   - not only - drop dead through shock - did you ack...
Any sufficientlyadvanced technology is indistinguishable from    crappy customer         service.
Why are sysadmins(stereotypically) bad at   customer service?
The Five Customers You Meet in Support• Power Users• Regular Ol’ Everyday Users• Reluctant Users• The Totally Clueless™• A...
“Our team manager signed up for TeamSnap. I would give it a 0 out of 5,              right now.”  “I do not want this at a...
Build tools for your users
Make it super-easy tocontact your support   staff by email.
Put everyone in thecompany on customer      support.
Don’t withhold support from free customers.
Say no.But you know, nicely.
minter@teamsnap.com      @minterhttp://teamsnap.com/
Customer Service for Sysadmins
Customer Service for Sysadmins
Upcoming SlideShare
Loading in …5
×

Customer Service for Sysadmins

892 views

Published on

My Invited Talk from Lisa 2011.

Published in: Technology, Business, Education
  • Be the first to comment

  • Be the first to like this

Customer Service for Sysadmins

  1. 1. Customer Service For Sysadmins H. Wade Minter TeamSnap Inc. @minter minter@teamsnap.com
  2. 2. You only have to talk to the customers you want to keep.
  3. 3. The TeamSnap Story
  4. 4. Customers can be inside yourorganization or out
  5. 5. What is greatcustomer service?
  6. 6. “Hello, no kidding really do wantto say thanks for listening! I have no idea the last time one of these submit feedback type of things actually responded or listened.”
  7. 7. “We had a request can you tell usthe order of sign up on availability - not only - drop dead through shock - did you acknowledge in a friendly personal way, but i cannow see its on your working on it list.”
  8. 8. Any sufficientlyadvanced technology is indistinguishable from crappy customer service.
  9. 9. Why are sysadmins(stereotypically) bad at customer service?
  10. 10. The Five Customers You Meet in Support• Power Users• Regular Ol’ Everyday Users• Reluctant Users• The Totally Clueless™• Asshats
  11. 11. “Our team manager signed up for TeamSnap. I would give it a 0 out of 5, right now.” “I do not want this at all and have no need for it. Please do not try to sell meanything or ask me for any money. I have no money.Thank you!”
  12. 12. Build tools for your users
  13. 13. Make it super-easy tocontact your support staff by email.
  14. 14. Put everyone in thecompany on customer support.
  15. 15. Don’t withhold support from free customers.
  16. 16. Say no.But you know, nicely.
  17. 17. minter@teamsnap.com @minterhttp://teamsnap.com/

×