Merissa Dawson and Chase Clemons from Basecamp's customer support team answer questions about working remotely.
Design lead Jonas Downey's Going Remote episode - 00:18
Basecamp's customer support team - 00:26
Going Remote playlist on YouTube | Full version of Merissa and Chase's session - 00:39
Question 1: How do you talk to customers who are really angry or not nice? - 00:54
Chase talks more about his experience managing a deli in this Rework episode - 2:41
Question 2: Who hops on the calls with customers, someone from Support or from the Product team? - 4:26
Question 3: It's tough right now. What's something you could tell a support specialist from around the world? - 6:18
Question 4: Any tips or tricks for helping onboard new people in customer support, especially when remote? - 8:54
More detail about the Support team's onboarding process is in this Rework episode - 9:42
Basecamp on Twitter - 13:32
What is Rework?
A podcast by Basecamp about the better way to work and run your business. We bring you stories and unconventional wisdom from Basecamp’s co-founders and other business owners.