42 min

86. Hiring for Soft Skills, Training for Tech Skills w/ Richard Myers The Customer Experience Podcast

    • Business

When your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem.
 
Obviously, the solution is to create an internal training program from scratch, right?
 
In this episode, I interview Richard Myers, Vice President of Customer Support & Success at Linode, about developing his CS training team.
 
What we talked about:
 
- The integral part that CS plays in customer experience
 
- Ricks’ decision to create a internal training program from scratch
 
- The 72-day onboarding process for new hires
 
- How Linode’s core values equip CS to problem solve for customers
 
Check out these resources we mentioned during the podcast:
 
- Rick’s post on “Why You Need a Support Training Team”
 
- Rick’s shoutout to Steve Clemens
 
- B&H Photo Video is a place doing customer experience excellently
 
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

When your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem.
 
Obviously, the solution is to create an internal training program from scratch, right?
 
In this episode, I interview Richard Myers, Vice President of Customer Support & Success at Linode, about developing his CS training team.
 
What we talked about:
 
- The integral part that CS plays in customer experience
 
- Ricks’ decision to create a internal training program from scratch
 
- The 72-day onboarding process for new hires
 
- How Linode’s core values equip CS to problem solve for customers
 
Check out these resources we mentioned during the podcast:
 
- Rick’s post on “Why You Need a Support Training Team”
 
- Rick’s shoutout to Steve Clemens
 
- B&H Photo Video is a place doing customer experience excellently
 
Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

42 min

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