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One Tribe

Staying on course and getting to your destination is just as important as following your heart to the same place on the map.

Although it’s great to have a list of questions and answers to follow it is often better to know those questions and answers and be empowered to go off script as needed.

Great customer care comes from the intuition and empathy of the support team and they should be striving towards this at all times.

The key to having this “tribal knowledge” approach based on intuition and empathy is to use it as the basis for the common documentation all team members use.

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Focus

Do one thing at a time. Do it well. Move on to the next.

There are many proponents of “multitasking” which I find is better described as the skill of focusing on one thing at a time with the ability to seamlessly shift that focus to other things as needed without losing a beat. By expanding and enhancing this skill you will find you are handling multiple tasks at the “same time” whenever the need arises.

A key concept to take into consideration here is documentation. Make notes of your progress and steps taken so you can easily return to the task at hand and know where you were; or, when in a team environment, allow another to pick up where you left off.

Working to improve recall and other similar memory functions will also help to make these shifts in focus much more seamless as well and remember to always use what works best for the environment you find yourself in.

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Moving Forward

Never stop growing, there will always be a bigger role to fill.

Being complacent in your work or your life will eventually lead to stagnation. You should always be looking forward to possibilities and potential as they will always be in front of you no matter the path you take.

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Passion

Skills are cheap. Passion is priceless.

Gary Vaynerchuk

Instilling a passion into a person, whether it be to help or by helping, will be your greatest achievement in providing support. You cannot buy passion for a product, it must be earned by the quality of the product and the company providing it.

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Recognition

A person who feels appreciated will always do more than what is expected.

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Letting someone know they are doing a good job is sometimes all you need to do to give them the incentive to continue to improve on the work they are already doing.

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Training Required

CFO: What happens if we train them and they leave?
CEO: What happens if we don’t and they stay?
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Remember you can also follow your own self-learning curriculum and improve your skills at almost any time. Promoting learning in your career and work-places is never a bad thing.

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Hard Work

Hard work spotlights the character of people: some turn up their sleeves, some turn up their noses, and some don’t turn up at all​​.
Sam Ewing