In this episode, we’re going over how to build support organizations startup-style with Karen Durenberger, VP of Customer Support at Total Expert. She explains where to begin and says the first thing you need to do is define what your team needs to be, really understanding what type of service you need to give to your customers. You have to ask yourself how you want your customers to describe your customer support team because it’s amazing how much insight you will get into what their expectations are in terms of what they want from a customer support team. You also need to hire/find people who will stick with the customer until they fix their issue, and then diversify the people you bring on in order to have multiple perspectives in your company.

Karen’s background 0:50
Where to start with startup-style 4:10
Staffing and building your team 7:44
Her story of being bold 12:28

“If you were having a glass of wine with your customers over the dinner table –we wish in this era of Covid that we could do that, but let’s all pretend, and you asked your customers, “What words would you use to describe our customer support team?” What words do you want them to use?” 6:43

https://www.linkedin.com/in/karen-durenberger-1891013/