Session: Acting fast and slow: How action cycles can save your relationship with the Product team
Support people are often driven by urgency: when will this bug be fixed? When can we get the briefing for tomorrow's release? What can we promise to our customers today?
Product teams, on the contrary, think in sprints and development cycles, often spanning months at a time. ASAP in support is 2 hours. ASAP in Product may well be 2 months. Understanding this difference can help you structure your relationship with the Product department so it works for both of you.
Join me on a journey through frustration and misunderstandings, lightbulb moments and wedding dress proposals, towards a productive relationship between the Customer facing team and the Product team.
Take it from someone who has been on both sides of the divide!
- Create a process that works for both Support & Product
- Relationships are important even (and especially) across departments
- How to nurture these relationships to make sure you can live up to "assume positive intent"
Valentina Thörner has 10+ years of experience in the customer support industry, from customer facing roles to managing teams, and leading the product development of the customer service quality management platform "Klaus". She currently acts as Empress of Remote & Support Quality, helping companies to create and adapt quality assurance into the very fabric of how they talk about customer conversations. Previous experiences include leadership roles at companies like Automattic and Yahoo Right Media, as well as the startup space. Originally from Germany, she lives close to Barcelona with her twin pre-schoolers.
Yes, she does wear a tiara.