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

When your tech-oriented customer base is growing faster than you can hire your customer support staff, you have a big CX problem.   Obviously, the solution is to create an internal training program from scratch, right?   In this episode, I interview Richard Myers, Vice President of Customer Support & Success at Linode, about developing his CS training team.   What we talked about:   - The integral part that CS plays in customer experience   - Ricks’ decision to create a internal training program from scratch   - The 72-day onboarding process for new hires   - How Linode’s core values equip CS to problem solve for customers   Check out these resources we mentioned during the podcast:   - Rick’s post on “Why You Need a Support Training Team”   - Rick’s shoutout to Steve Clemens   - B&H Photo Video is a place doing customer experience excellently   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.