Session 401: Creating a Culture of Customer Care: The New Support Model

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Support World Live

Session 401: Creating a Culture of Customer Care: The New Support Model

Thursday, August 6 at 10:15 AM

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Customer care is much different than support: support solves a customer's problem; care builds a relationship, and a loyal customer than can differentiate your company from your competition. For internal support centers, a culture of customer care can build strong employee relationships across divisions.

In this case study, learn about the components that drive a culture of customer care, including a cooperative business model and the 4 Cs of communication. Discover how NISC has created a culture where coworkers support each, customers see us work as a team, and a job well-done is celebrated!


SupportWorld Live speaker photo for Mike-Weber

Mike Weber

Senior Manager Member Support

National Information Solutions Cooperative (NISC)

Mike Weber, senior manager of member support at National Information Solutions Cooperative (NISC), leads a customer support center of 200 professionals that provide customer care for enterprise software solutions. NISC support centers had the good fortunate of earning an HDI CSAT Elite Top 50 award, which recognized top-ranked support centers in customer satisfaction, for five years in a row.<br /><br />

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