How To Train Your Customers

https://bit.ly/2EYEDKJ

Brandon Bruce

Director of Customer Support

  • OpenStack Admin
  • Linux System Administrator

Brandon Bruce

Dragon Trainer

  • Support new adventures
  • Develop safe playgrounds
  • Fireman

Issue:

 

Who knows?

Captain Caveman

  • Always has a complaint.
    • Uses a club instead of a scalpel.
  • Best handled by outlining an entire process.

Captain Caveman

"The site is slow!!!"

Issue:

 

"We have always done it this way!"

Milton Waddams

  • Does not stray from the “known” path.
  • Characterized by phrases like “I have always done it this way” or “My internet works, it must be you”.
  • You will need to offer proof that your way of thinking can work.

Painting by: Stephen Root

Milton Waddams

Painting by: Stephen Root

“It works when I go to YouTube! I don’t get why your site is so bad. I have 100mbps, so it can’t be my internet.”

Issue:

 

"Woe is me!"

Eeyore

  • Someone or something is out to get them.
  • Mired in their own apathy.
  • Will offer little feedback.

Eeyore

"My account is locked. I'm sorry I paid late last year, but I was sick and my dog needed to go to the vet.  I knew you guys would be  mad at me."

Issue:

 

Karen

Karen

  • Polar opposite of Eeyores.
  • No hand holding or long-winded explanations.
  • Fix the issue or else.

Karen

"I have not been able to use your site for over a week now! This is ridiculous! I need to speak with an actual engineer because this has gone on for too long. I will be canceling my account and telling all my friends to do the same thing!"

Karen 2.0

Karen 2.0

If you can't fix it, just give me my money back!

The 3rd Option

Issue:

 

"You want me to do it!? What do I pay you for!?"

The Entitled

  • Users who think you should do the work for them.
  • "This is why we pay support!"

 

"CANCEL MY ACCOUNT!"

Issue:

 

"I did EXACTLY what you said and it's still broken!"

The Teenager

  • Unable to follow directions?
    • Misreading/misinterpret

The Teenager

"So, I did what you said and opened the terminal and typed in putty, but nothing happened."

Issue:

 

“Witness Me!”

Witness Me!

  • Need to be recognized for speaking out and appreciated for their voice.
  • Seeks out high ranking employees.

Witness Me!

Witness Me!

Issue:

 

We still have a job to do.

Be a pirate!

  • Everyone has a purpose
  • Be inclusive
  • Be a brigade, not an island

Questions?

@netcromancer

brandon.bruce@linuxacademy.com

How To Train Your Customers (Final)

By Brandon Bruce

How To Train Your Customers (Final)

Brandon Bruce

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