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Apr 16, 2020 13 min

Going Remote: Customer Support

from REWORK Hosted by 37signals

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

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What this episode covers

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 Remo...

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Going Remote: Customer Support

0:00 13:49

Chapters

  1. 0:54 Q1 - How do you talk to customers who are really angry or not nice?
  2. 4:26 Q2 - Who hops on the calls with the customers, someone from Support or from the product team?
  3. 6:18 Q3 - It’s tough right now. What’s something you could tell a support specialist from around the world?
  4. 8:54 Q4 - Any tips or tricks for helping onboard new people in customer support, especially when remote?

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This episode is 13 minutes long.

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This episode was published on April 16, 2020.

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