Currently, I’m at the first ever SupConf, a conference for support professionals. I gave a talk about dealing with negativity in customer support. Here’s a complete recap of everything I discussed. The full slide deck can be found here. The video is embedded at the end of this post.
Talking about negativity with a bunch of support professionals is a bit weird. We’re a pretty positive group. After all, we got into this profession because we wanted to help people.
Still, one constant with building things (particularly online) is that your customers are going to tell you what they think good or bad.