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From UserConf Chicago: Mat Patterson tells how Campaign Monitor support team grew from 1 person to 20+, covers the pitfalls on the way and explains why The Wizard of Oz is a better model for a customer service team than The Avengers. The slides are incomprehensible without the notes at http://trackydacks.com/heroes
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HEROES
@MrPatto#HeroesEnd
2007
2014
94.6%10, 000+ ratings
AGE OF HEROES?Are you living in the
HIT THE GROUND
RUNNING
livingthe
dream
let go?do you need to
THIS IS A METAPHOR
MOVE UPSTREAM
tweaking pricing pages,changing contact forms,explaining product changes, sharing hidden knowledge, expanding help documents, prioritising feedback
multiplyingI got skills, they’re
RUMSFELD EFFECT the
ENGAGE
SUCCESS?what is
SUCCEEDhow to
What can be measured?What are our attitudes?How do we work with other teams? How do we contribute to our team?
How do i know if i’m doing a good job?
UNCOOL
COOL Digger that breaks things Dinosaur man Witchetty Grub Hunter Garbage Truck Driver
Customer Service Agent
HEROCustomer
CHAMPIONticket
MAGICIANwow
WHISPERERemail
DISTRIBUTORhappiness
enhancerDopamine
KRYPTONITE
CUBICLES
WONDERFULnot so
Power tools Status app Yoda Cringe list Kill that question 2nd level support Checklists Training courses DQ time Suggestion TrackerChrome extension
we don’t need
HEROanother
TrackyDacks.com/heroes
@mrpatto
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