u/NoHallett

Latest docs here: https://www.xwing.life/points

Hi folks!

I'm trying really hard to get a package that's waiting at CTT with a really short time window to pick it up.

The website chatbot isn't working, and I can't find a direct phone number or email.

I created a support ticket last week but haven't heard anything back.

If anyone has any insight, contact information, a warehouse location in the Lisbon area, I really really want to get this resolved.

Any help anyone can offer is much appreciated!

Hi folks!

I'm trying really hard to get a package that's waiting at CTT with a really short time window to pick it up.

The website chatbot isn't working, and I can't find a direct phone number or email.

I created a support ticket last week but haven't heard anything back.

If anyone has any insight, contact information, a warehouse location in the Lisbon area, I really really want to get this resolved.

Any help anyone can offer is much appreciated!

I *know* I missed combos, I would still love to hear what folks out there are building that I missed!

- Aim for a texting relationship

One reason Support works so well is it's short-form, simple text. If your top customers are comfortable dropping you a text message "This is broken/going on/about to happen," opening up an opportunity for a "Got it," or "On it," or - depending on severity - just calling them right then and there.

That's this whole idea of "MHC," Minimum Human Communication, the most effective AND most scaleable version of a genuine human relationship.

On that,

- Be as human as possible

This is from pre-AI times. Customer Success is strongest when it's relationship-based. The reason most QBR's are so hit-or-miss is that they're cookie cutter. Generic. Designed to be repeatable and consistent. Good ones mix that up enough to be genuinely valuable, most are check boxes that no one likes, CSM or customer.

Customer use cases are fluid, crises happen, competitors come in. Being a responsive, flexible, involved human is (still) an irreplaceable part of great CS.

- On the leadership side, balance portfolios by personality type

This is a tricky one, but teams with varied skill sets open up an opportunity to tailor the best personality types with customer styles. Maybe the customer needs a little more guidance or pushback because they struggle to make decisions. Maybe they're very matter-of-fact. Maybe they're highly technical.

A really advanced CS leadership skill is reading what your individual CSMs are best at, and assigning or occasionally swapping customers around for the personality or work style that is the best match within your team. This one is more for the high-ticket SaaS products, but tremendously powerful, especially if none of your competitors are doing it.

Edit:

I need to seriously reconsider my whole MHC/Minimum Human Communication framing, because that's comes off like "I hate people don't talk to me," where I mean "Friend I would hug and hang out with in silence" kind of minimum