Archive for the ‘Expectation Management’ Category

Management Bit and Tip 0×4000000

Wednesday, August 10th, 2011

Customer Facing skills are important (bit). What equally important are Support Facing skills (tip).

Support facing skills are vital to get the best response from support and manage customer support expectations (what they expect from you, what you expect from them you already know). One way to learn support facing skills in relatively mild manner is by purchasing your company product while you are still employed (especially in support).

- Dmitry Vostokov @ ManagementBits.com -

Posted in Communication Skills, Customer Relationship, Expectation Management, Facing Skills, Management Bits and Tips, Politics, Power, Side Business | No Comments »

Management Bit and Tip 0×200000

Friday, September 24th, 2010
A person or a company who makes a service request will feel the lack of attention to details and respect if you write a much shorter service response with less detail (bit). Spend or at least show that you spent equivalent amount of time and resources analyzing and answering a request. In some cases (technical support, for example) involving reciprocal request / response interactions you can explicitly promise to spend the same amount of time if you request a time consuming reproduction environment that helps you in troubleshooting or problem artifact analysis (tip).

- Dmitry Vostokov @ ManagementBits.com -

Posted in Communication Skills, Customer Relationship, Expectation Management, Management Bits and Tips, Respect in Workplace | No Comments »