The Aftersales Club

For the people in customer service, customer care, CX, aftersales, warranty... (you get it). One small laugh, one case from the queue and one good song. Every two weeks.

You're in. Your first case is on its way.

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Tired CX Agent ✓

@TiredCXAgent

Opened the shared inbox at 9:00. It's 9:04 and I've already been CC'd into a thread from 2023.

From edition #01. Yes, he's always this tired.

What's inside

Three things, every two weeks

A 3-minute read, built for a coffee break between tickets.

Cold open

A confession from the Tired CX Agent. We laugh at the shared inbox and the 14 open tabs, never at the customer.

The Case File

One case from the queue, told like a small mystery. Where it gets stuck, and how real teams cracked it.

Club notes

Something worth reading, and The Queue Soundtrack: one song for getting through the queue.

Who it's for

For the people who make it right after the sale

If you've ever replied to "Please see attached" with nothing attached, you're in the right place.

Customer service

Customer care

Customer experience

Aftersales

Warranty

Customer relations

Support operations

The house rules

How the Club works

The process is the villain

Never the customer. Never the team. Everyone's doing their best with the tools they have.

Every story is real

Real teams, real quotes, approved by the people who said them. Our customers are made up. Theirs are not.

The sales pitch knows its place

Claimlane shows up once, at the end of the case. The rest of the email is for you.