What Cats can teach us about Excellent Customer Service
Presented by: Miranda Carney-Morris, Julio Appling, and Elizabeth Young (Lewis and Clark College)
An interactive workshop where various archetypes of cats were explained and how they related to typical support user types. A participant activity followed in which attendees creatively devised solutions to herd (and best support) these types of cats/customers.
Read the paper in the ACM Digital Library
Review the slides in Sched
Customer types are diverse as cat breeds. Providing flexible and effective support is an art! Meow, meow, meow!