86. Hiring for Soft Skills, Training for Tech Skills w/ Richard Myers

<p><span style="font-weight: 400;">When your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem.</span></p> <p> </p> <p><span style="font-weight: 400;">Obviously, the solution is to create an internal training program from scratch, right?</span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/richard-myers-a1297b13a/"><span style= "font-weight: 400;">Richard Myers</span></a><span style= "font-weight: 400;">, Vice President of Customer Support & Success at</span> <a href="https://www.linode.com/"><span style= "font-weight: 400;">Linode</span></a><span style= "font-weight: 400;">, about developing his CS training team.</span></p> <p><span style="font-weight: 400;"> </span></p> <p><span style="font-weight: 400;">What we talked about:</span></p> <p> </p> <p><span style="font-weight: 400;">- The integral part that CS plays in customer experience</span></p> <p> </p> <p><span style="font-weight: 400;">- Ricks’ decision to create a internal training program from scratch</span></p> <p> </p> <p><span style="font-weight: 400;">- The 72-day onboarding process for new hires</span></p> <p> </p> <p><span style="font-weight: 400;">- How Linode’s core values equip CS to problem solve for customers</span></p> <p> </p> <p><span style="font-weight: 400;">Check out these resources we mentioned during the podcast:</span></p> <p> </p> <p><span style="font-weight: 400;">- Rick’s post on “</span><a href="https://richardmyers.me/2019/06/19/Why_You_Need_A_Support_Training_Team.html"><span style="font-weight: 400;">Why You Need a Support Training Team</span></a><span style= "font-weight: 400;">”</span></p> <p> </p> <p><span style="font-weight: 400;">- Rick’s shoutout to</span> <a href="https://www.linkedin.com/in/stephenclemens/"><span style= "font-weight: 400;">Steve Clemens</span></a></p> <p> </p> <p><a href="https://www.bhphotovideo.com/"><span style= "font-weight: 400;">- B&H Photo Video</span></a