Support

An introduction to servant leadership: a leadership philosophy that reimagines the role of leaders as supporting others.

As much fun as stories are, when we play out these dramas in real life, conflict inevitably occurs. This is a particular risk when it comes to working in customer support, because you are working directly with people.

Customers use our software in the course of their work, in jobs which are often complex, demanding and stressful. When they ask us puzzling questions, it’s our job to decode their true meaning, so we can provide the best support experience possible.

The value of a knowledge-centered business is more obvious during times of stress. You have already captured what is important for use at a later date. And if you haven’t been capturing knowledge already, it’s never too late to start.

From having a sensible customer support infrastructure, to reminding yourself that we don't know everyone's story, here are strategies for having more empathy.

There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.