A podcast by 37signals about the better way to work and run your business. The REWORK podcast features the co-founders of 37signals (the makers of Basecamp and HEY), Jason Fried and David Heinemeier Hansson sharing their unique perspective on business and entrepreneurship along with host Kimberly Rhodes.
https://37signals.com/podcast
episode 80: Going Remote: Customer Support
Going Remote is a series of bonus episodes where different Basecampers answer questions about how they do their work remotely. In this episode, Merissa Dawson and Chase Clemons answer questions about providing customer support, including how they talk to angry customers and how they onboard new team members. The full version of their Q&A, including a visual walkthrough of the support team's Basecamp account, can be found on YouTube.
Show Notes
Design lead Jonas Downey's Going Remote episode - 00:18
Basecamp's customer support team - 00:26
Going Remote playlist on YouTube | Full version of Merissa and Chase's session - 00:39
Question 1: How do you talk to customers who are really angry or not nice? - 00:54
Chase talks more about his experience managing a deli in this Rework episode - 2:41
Question 2: Who hops on the calls with customers, someone from Support or from the Product team? - 4:26
Question 3: It's tough right now. What's something you could tell a support specialist from around the world? - 6:18
Question 4: Any tips or tricks for helping onboard new people in customer support, especially when remote? - 8:54
More detail about the Support team's onboarding process is in this Rework episode - 9:42
Basecamp on Twitter - 13:32