Conference Presentation

Turning Hardcore Techies into Customer Conversationalists

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The Cloudera support team is comprised of extremely knowledgeable techies who came from varied roles – DevOps, coders, sysadmins – recruited with great difficulty from a small pool of highly sought-after specialists. Because the technical requirement bar is set so high, some support engineers have no support background at all when they join and some are not "naturals" at working with customers. And they are flung around the world, making it difficult to systematically train and coach them.

Sounds familiar? Then you will want to hear how Cloudera rolled out a worldwide program, aptly named "The Art of Customer Conversations", to develop the engineers' soft skills, using support managers and leads. We will share how:

  • We adapted industry curriculum to our specific needs. 
  • We recruited coaches in the organization and gave them intensive training. 
  • We engaged initially reluctant support engineers into hands-on roleplays.
  • We transformed them into adept practitioners of customer conversations.
  • We rolled out a successful worldwide program in weeks.
We will show you how you can obtain similar results with your team to transform the conversations, and relationships, with your customers.

 

Presented By:

Francoise Tourniaire

Founder, FT Works

Deeran Peethamparam

Senior Manager, Support Learning Program, Cloudera

Publish Date: May 2, 2017

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