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Customer Success

Turn it off and back on again? What nature can teach us

It’s the biggest stereotype of the IT industry, but we all do it: turning something off and on to resolve a problem. And if it’s not that, we’re clearing caches and other things that may cure an immediate issue, but by doing it and therefore not resolving the root cause, we’re potentially creating bigger problems for ourselves.

Looking at how nature deals in similar situations and with the use of pertinent real-life stories, this post is a reminder of how spending a little more time can reap greater rewards.

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Customer Success

It’s David, not Dave. Why using a name correctly is more important than you may think

As you know, I’m David Artiss. And David is the name I prefer to be called – not Dave. Growing up, my best friend was also a David. And everyone called him Dave, so it was a way of differentiating us. It didn’t help that we looked similar too.

I don’t mind if people do call me Dave, although I may silently judge them for doing so! I think it’s only polite to check with someone before making any assumptions about their name – I always say and write my name as David, so why would you think I’d prefer to be called Dave, unless you knew otherwise?

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Customer Success

My 4 principals of support documentation

Whichever one of my talks you listen to, I make a point of adding in something relevant about how important documentation is. Because, it doesn’t matter which aspect of remote working or customer support you discuss, documentation is there, somewhere, as a point to be made.

To condense everything do, I have 4 basic principals. And the 1st one is the most important of all.

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Customer Success

The inclusive language that we often forget

Working within a client support organization, you may often come across examples of exclusive language being used that can leave customers confused and, sometimes, even expecting the opposite of what you meant.

Revealing the language we often forget – geographical & cultural exclusion and the use of jargon – with examples of where they’ve been used in real-life situations, this post will guide you through how easy it is to make these mistakes and what we can do to correct this.

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Customer Success

Let us get on with fixing it, dangit

So, let’s talk about how you can ensure that issues are resolved as swiftly as possible, without unnecessary interruption.

For this, I’m going to start off with a true story. A story of how major IT incidents were dealt with by my previous employers.