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   What is this, customer service for ants?
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   Scaling up customer service is tricky...here's how to get it done without losing the quality experience you've worked hard to create?
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                       Up to
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                         20 times their.
                        </span>
                       </a>
                       .. wait
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                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        The first thing you learn about ants is that they can carry up to 20 times their own weight. And then you immediately imagine being carried around town like a conquering king by your giant pet ant
                        <sup>
                         1.
                        </sup>
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Only later do you learn that
                        <a data-hs-link-id="0" rel="noopener" target="_blank">
                         strength does not scale linearly with size
                        </a>
                        , and that a huge ant would instantly suffocate and collapse under its own weight. Put down that crown.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Scaling customer service presents a similar challenge. Even if you had the budget (unlikely), you can’t just copy and paste your working system a couple of times and expect to get the same results. Processes and systems that work for five support agents just won’t work for 15 or 50.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Serving a lot more customers while maintaining a high-quality experience inevitably means doing things differently. The real trick is to understand the values underlying your specific brand of “great service” and how they can be applied using different techniques. That’s the topic of this week’s article
                        <a data-hs-link-id="0" rel="noopener" target="_blank">
                         How to Scale Customer Support Without Compromising Service
                        </a>
                        , which also links to a quality rubric and scorecard you can take and use.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Meanwhile in
                        <a data-hs-link-id="0" rel="noopener" target="_blank">
                         our new column,
                        </a>
                        I wrote about
                        <a data-hs-link-id="0" rel="noopener" target="_blank">
                         the book that changed my customer service career
                        </a>
                        . It was this book that helped me think through what good service really meant in practice.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        Was there a book, or a person, or something else that triggered your key career moment? Hit reply and let me know.
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                       </p>
                       <p style="margin-bottom: 1em; margin: 0 !important; padding: 0 !important;">
                        <em>
                         <sup>
                          1
                         </sup>
                         <span style="font-size: 16px;">
                          Or perhaps that was just me
                         </span>
                        </em>
                       </p>
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                           <img alt="" class="c-signature__image" height="75" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Fshape%252Favatars%252Fmat-patterson-1.png%253Fnoresize%2526width%253D150%2526height%253D150%2526upscale%253Dtrue%2526name%253Dmat-patterson-1.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyJ9:1mYUTh:_VsqzK0jdHBvelcm30rEM6H3MsN7dFnZj4gxEJRjNh4" style="-ms-interpolation-mode: bicubic; display: block; border: 0!important; outline: 0!important; text-decoration: none!important; line-height: 0!important;" width="75"/>
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                            Mat Patterson
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                            Help Scout
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