The Support Mindset 🧠
- You are a problem-solver, not just a processor. Your primary role is to resolve issues and create a smooth experience for the customer. Think of yourself as the customer's guide through the process.
- Take ownership. When a task is assigned to you, you are responsible for seeing it through to completion. If you encounter a roadblock, it's your job to find a way forward.
- Empathy is your superpower. Try to understand the customer's perspective. A delayed installation isn't just a schedule change; it's a disruption to their life and a source of stress.
- Proactive vs. Reactive. Don't wait for problems to happen. If you see a potential issue (e.g., conflicting schedules, missing information), flag it early. The best support prevents problems before they start.
The Art of Active Listening 👂
- Listen to understand, not just to reply. Don't just wait for your turn to speak. Absorb what the other person is saying, both in their words and their tone. For a UK customer, a phrase like "It's a bit of a bother" could mean "This is a major problem."
- Clarify and confirm. Repeat back what you've heard to ensure you've understood correctly. "So, just to confirm, you need to reschedule the survey for next Tuesday because the decorators will be there on Monday. Is that right?"
- Ask open-ended questions. Use questions that start with "what," "how," or "can you tell me more about..." to gather more detailed information, rather than simple "yes" or "no" answers.
'Slow is Smooth, Smooth is Fast' 🐢➡️🐇
This is a mantra from elite military units, and it's perfect for support roles. Which in turn causes delays, customer frustration, and additional work to rectify
- Focus on one task at a time. Multitasking is a myth. When you are creating a WhatsApp group for a customer, give it your full attention. When registering a warranty, focus solely on that. This single-tasking approach dramatically reduces errors.
- Do it right the first time. Double-check the customer's name, before the confirmation. Taking an extra 10 seconds to verify details can save 10 minutes (or hours) of fixing a mistake later.
- Follow the process. The Standard Operating Procedures (SOPs) are there for a reason. By following the methodical steps, you ensure that nothing is missed and the quality of your work is consistently high. A smooth, deliberate process is always faster in the long run.
A Framework for Problem-Solving 🧩
1. Identify the real problem. Use active listening to understand the core issue. The customer might say, "The installer is late," but the real problem is, "My whole day is disrupted, and I'm worried the job won't be finished."
2. Gather the facts. What information do you need to solve this? Who do you need to talk to? (e.g., check the installer's location, review the project schedule).
3. Know when to ask for help. The most important part of this step is recognizing the limits of your own knowledge. It is always better to ask a question than to guess and be wrong. If you don't know the answer, tell the customer, "That's a great question. Let me find the right person and get back to you with the correct information."
4. Propose a solution. Once you have the facts, present a clear solution or next step to the customer.
5. Follow up. Ensure the solution was implemented and the customer is satisfied.