With, Not For

building-bridges-paulo-zerbato
Photo Credit: Paolo Zerbato

I would like to say I have the privilege of working with my company and our clients as a Learning and Support Specialist.

Let me emphasize that: with. Not for, but with.

In the three years I’ve been working at Paradiselandia and the 8 that I’ve been a part of the e-learning community, the best relationships I’ve encountered are those in which the client is a partner and not a task or a project.

The difference is in the relationship and how that affects problem solving. Consider the person that says:

RAWR! FIX THE THING THAT’S BROKEN OR I WILL DO AND SAY MEAN THINGS ABOUT EVERYTHING YOU STAND FOR!

versus the person that says:

We have a problem here. What can we do to resolve it?

The truth is that customer service is a two-way street that involves two people that need to both listen and understand each other in order to resolve issues.

The people that understand this contribute to an environment in which support is not only enjoyable, but increasingly proactive; I can tell you for certain that when I’m working with someone that I know is doing their best to work with me, I’ll do anything I can to both assist with current issues and prevent future ones.

On the other hand, if there is anyone that likes dealing with entitlement issues, I have yet to meet them.

So, in your next customer service experience, whatever the problem may be, resolve in some way – big or small – to build a bridge to the person on the other end of your ticket/email/tweet as they work to resolve your issue.

We’ll send you cookies.

Addendumif you are in support – whatever the role – and are not actively doing things to foster the kind of relationship with your clients/customers/userbase that I’ve described above, do better. The people we come in contact with deserve people that listen, understand, empathize, and take swift action to resolve issues and you have been granted the unique privilege of being that person. We need your best.

 

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