I've been asked to set up a Product Support group for a new hi-tech company.

Anyone here managed customer support before? Yeah, I know we have all been victims of bad support- I don't need those horror stories, please. I'm talking about running such an org.

I could use some pointers- what trade organizations, shows, magazines, etc. are worth the time? What is a waste of time?

 

if you're to set up a group, that means getting the right people to do the jobs, right? why are you asking about shows and magazines? just curious.

 

just hire someone that's done it before and then all you have to do is remind him to put a cover letter on all the TPS reports

 

give me the job. i need to move anyways.

 

ROFL

 

on a more serious note.... implement a robust help desk system, hire competent staff (experience is NOT wanted unless its a non support related role that deals appropriately with the product) and give them MINIMAL support training, and GOOD training in communication and diplomatic conduct. Train them as well as you can afford on the help desk system deployed to minimize upstream support costs, and orient them on the product to be supported. Install phone lines, properly configure your call queues and take it as it comes from there.

Well trained communicators that havent been soured by a traditional approach to support will deliver more desirable results than some bitter techie who has learned how to ignore the customer rather than address the customer. Those sorts of things are much easier to avoid than to "untrain".

 

[QUOTE]Originally posted by ButtonBoy
[B]I've been asked to set up a Product Support group for a new hi-tech company.

 

Software, for the corporate world. Global market.

 

eh, you're screwed.




j/k