From there, I just spearheaded support functions.
They loved my experience at Apple and brought me on as employee number five.
The clientele was a lot different than the Apple clientele. They essentially advertise for plumbers, electricians, that type of thing. What Service Direct does is they do online marketing and advertising for local home service businesses. Sid: It was basically like a “Press here in case of fire” button. There was no tracking, there was no metric because nobody knew. The president of the company was doing customer support, and by customer support, I mean there was a form on a website that the customer would fill out, but it was essentially an email. It really taught me a lot about what to do and how to do it, and how to teach others how to be good to customers.Īn opportunity came to me to move over to a company called Service Direct. I went into AppleCare and did support over the phone for customers being the second line of support. I started out part-time retail sales, and ended my career after being a genius at the retail store doing technical support. I think that’s probably what built my deep, deep love for customers in general, beginning with hospitality. Prior to that, working all throughout college, I worked at a hotel. It was really exciting to get to start my career there. That’s really why I have loved Apple for the longest time, to begin with. They time how long it takes a box of a new product to open, to build that anticipation before you see the new product and have it in your hands, to the way that you peel the plastic off, to the look and feel of the store and what the employees are wearing. I was just so inspired and amazed at how much effort Apple puts into their customers and their experience, and learning how, even down to the littlest detail, is so thought through. I got my start working at Apple retail just out of college. Essentially, I have been in customer-support customer-experience for over eight years now. Brittany, how about you introduce yourself and lead us to how you got to your current role and some of the things you’ve done in the past?īrittany: Thank you. Sid: Brittany is a manager of customer support at Evernote, at the moment, where she’s had a great rich experience getting to this point. Welcome, Brittany.īrittany Naylor: Hey, thank you for having me.
Welcome to another episode of Support Operations Simplified.
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