Happy Team, Happy Customers | Adam Maino
Nov 19, 2020 ·
16m 49s
Download and listen anywhere
Download your favorite episodes and enjoy them, wherever you are! Sign up or log in now to access offline listening.
Description
Joining us today we have the Director of Customer Support at FinancialForce, Adam Maino, and we discuss how to develop a world class customer support team. We talk about the...
show more
Joining us today we have the Director of Customer Support at FinancialForce, Adam Maino, and we discuss how to develop a world class customer support team. We talk about the importance of creating and cultivating an environment where your employees can fail fast and learn from those challenges. Adam tells us about how the structure of a world class customer support team should be organized and the types of layers and tiers they have. We discuss knowledge center services and how this process helps Adam’s people at FinancialForce. Don’t miss it!
About Adam and his company 0:47
Lessons he has learned 2:00
What the structure should look like 4:15
What is KCS? 7:04
How many employees equal happy customers? 11:22
“With my employees I never tell them what to do. I ask them what to do, right? It’s a request. There are no demands there. I think what we should really be focusing on is coaching our employees and not managing them so much. Kick open the doors and let them do their job.” 10:58
https://www.linkedin.com/in/adammaino/
show less
About Adam and his company 0:47
Lessons he has learned 2:00
What the structure should look like 4:15
What is KCS? 7:04
How many employees equal happy customers? 11:22
“With my employees I never tell them what to do. I ask them what to do, right? It’s a request. There are no demands there. I think what we should really be focusing on is coaching our employees and not managing them so much. Kick open the doors and let them do their job.” 10:58
https://www.linkedin.com/in/adammaino/
Information
Author | Gabe Larsen |
Organization | Gabe Larsen |
Website | - |
Tags |
Copyright 2024 - Spreaker Inc. an iHeartMedia Company