Ines van Dijk

I've spent 15+ years in Customer Support: frontline agent, team lead, QA consultant, and product consultant for QA tooling companies. Somewhere along the way it started to irk me that we don't have proper language for why some conversations go sideways and others don't, so I went and built some. That became the Conversational Integrity Model, a published research framework on what actually makes Support interactions difficult. I now run Customer Support Excellence, where I train Support teams and leaders in de-escalation and QA that measures the right things. I'm happiest mentoring people who are good at this work and can't yet explain why, and people trying to turn Support experience into a career that gets taken seriously.