Never do things others can do and will do if there are things others cannot do or will not do.Amelia Earhart
Helping others can often time mean doing something others cannot, or just will not, do. This could be a special skill or adeptness, or simply choosing to “muck out the stables” when fetching the water could also be done.
In many cases, the real defining aspect is the work needed to be done… and whether you have already put the efforts in or just need to put the effort forth. Helping others is still going to be “work” in that sense although stepping up and putting yourself in the position to do the work can only be better for your customer as well as yourself.
This also speaks to challenging yourself with new goals and ideals. It doesn’t necessarily translate into being the first, or the best (although it could); it really should be considered as just being more capable of helping more people.
Possibly even more important, when you are stepping up your skills, is to help others do the same so they can step up their game, too. In the end, everyone wins as everyone else gets more done and there are fewer things others cannot do or will not do.
Image by Siggy Nowak from Pixabay
Value those people who tell you the truth, not just those people who tell you what you want to hear.Pat Summitt
One of the most important aspects of providing support is the ability to be open and transparent with the information you are sharing… and knowing how best to provide that information.
Telling a customer the truth about a feature not working as expected, or perhaps not existing is much more valuable that find an obfuscated turn of phrase that is intended to provide an answer although not provide a solution. If you do not know, just say so!
Not knowing an answer is not necessarily a bad thing provided you let the customer know that is the case and also that you will find out what the answer is and get back to them with it. If you don’t find that answer, still get back to the customer with a response and let them know that, too.
Support is mostly about communication and building a rapport with the customers you are working with. These customers should know, or at the least be comfortable with, you will provide them the best, most truthful and complete answer you are able to.
Tell the truth… sugar-coat if you must but not so much you lost the customer. Going forward, you will both know you are starting from the same point and understanding.
Image by Gerd Altmann from Pixabay