You don’t have to hit all of life’s curveballs out of the park… singles, doubles, and triples can still move your team mates around the bases.
Accept that not everything will go your way. To continue in the analogy above, the ball is not going to bounce your way every time. If you think it will, or more importantly think it does, you can consider yourself extremely lucky or fortunate… or in life’s reality: probably mislead.
Some days you’re going to make that catch and other days you’re going to make Bucky Dent look good. The idea is not so much to dwell on that ball slipping through your legs, or catching a fly ball as it tries to sail over the left field fence. See both as opportunities to learn and improve… block the ball so it doesn’t get past you, or anticipate that spot on the fence and get there ahead of the ball so that spectacular leap has less chance of not being timed perfectly.
Both of these ideals will provide benefits if you take the time to learn from them. Also, share these experiences with your teammates whether they were there on the field with you or not.
The most important part of lessons learned is sharing which can only help; and, every little bit of help can make the difference especially when you’re expecting that curveball on the outside corner and it drops off the table when it gets to the plate.
Image by Clker-Free-Vector-Images from Pixabay
Support needs to be encouraged and uplifted all the time. This should not be because they need it but more for letting them know they are doing a great job and offering that recognition of their efforts.
Everyone likes to know they doing well, or maybe not so well, and making efforts to let them know is a vital part of them being successful.
For those team members doing well it’s mostly a nice-to-do and for those struggling it’s an opportunity to interact and assist.
Always temper encouragement and recognition with the appropriate context of the situation making subtle adjustments to let everyone know they have support internally and an open door to walk through for help… or maybe just an attentive listening board.
Service and support should not just be for front-facing interactions with customers it must also be for those that provide this front-facing communication.
It is vitally important to take the time and spend the energy to care for your own team’s needs and requirements which in turn will allow them to continue and improve in how they provide the service and support your customer deserves and needs.
On-boarding and training are not just some catchwords to bandy about the office space. The company must focus on actually providing an on-boarding process and ensuring training is at least at a minimum standard for the support team member to understand what they do not know.
Knowing what you don’t know is a great starting point to improvement and although you will never truly know what you don’t know it will become less over time as you continue to provide and receive the appropriate training to do the job well.
This is not necessarily something only in the purview of customer care teams it can happen in any role although some of the most common places to find this are in support focused roles.
Also to note, most providers of customer care and support need to know that it is OK not to have the answer immediately. They also need to know where best to look for the answer as the case may be.
On-boarding is often one of the best cornerstones when it comes to providing a basis to finding answers and it often leads to pointing out potential gaps in a company’s internal support systems as well as external support services.
Ongoing training will fill these gaps and in so doing so can only improve the company, its support team, its product offering … and ultimately its customer’s approval rating.
Support is a lynchpin to greatness in moving a company forward. The team that provides it should be recognized and offered any and all assistance to continually improve and strive for more.