How To Train Your Customers

https://bit.ly/2WO78VS

Brandon Bruce

Customer Support Manager

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

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!"