Books: Building Support Dep
I`ll start with the question: do you guys know good books that would say how to build the good support/customer care department?
I've read few books, but they all were telling something like "be nice to customer, be nice to staff, don`t micromanage them, blablabla". I mean, that info is good, and its true. But I ws looking for something more technical. For example: how to properly separate L1/L2/L3 issues, what is the best way to identify KPIs for support engineer...
And yeah, I`m sure that you all read that great book, but it is still one of the best ones that I read (it about management in general):
Can't say that I have ever seen a book with that kind of material. I'm not sure how much best practice around support levels has actually been developed.
@scottalanmiller it looks like none)))
Well, I can start being a writer:)
Not a bad idea.
I'm not sure how much best practice around support levels has actually been developed.
The reason that it does not exist is because it will be vastly different form company to company. At some point, you of course have to hit generalization averages, but how helpful will that be?
Makes sense, just like how AVP, VP, SVP, EVP have different meanings and roles at every company.
Well, obviously there are many ways to skin a cat, but I'm pretty there are best practices. Its like separation of support levels - its specific for product, but you still can google for guide lines.