A Star Wars Guide to Becoming a Great Support Agent
May the Fourth Force be with you!
If you are a Jedi Padawan like me, it is probably not the first time you are hearing the greeting this week. A long time ago (41 years to be exact) from a galaxy far far away, came this epic movie which not only fascinated our grandfathers but also managed to inspire the next two generations to reach for the stars.
Apart from the compelling storytelling and mind-bending special effects (at that time), what makes this epic saga memorable, even after two generations, is the brilliant and heart warming quotes made by almost every character. On this momentous day, I bring you five quotes from none other than the Grand Master Yoda to help you become a great customer support Jedi.
Even though this is an answer to Luke’s question, ‘How will I know the good side from bad?’ in ‘The Empire Strikes Back’, this powerful line from Yoda also serves as the success formula for a support agent.
“You will know when you are at calm, peace” — Yoda #starwars #customersupporttips Click To TweetCustomer support is not all rainbows and sunshine. You get to interact with different types of customers but a lot of them are difficult customers. Even the most cheerful of support agents can be disheartened by a row of frustrated customers. However, you can’t let it get to you. When you are agitated, your mind is unclear. When your mind is unclear, you miss details. When you miss details, you miss your chance to succeed.
“Patience you must have. Young Padawan!.”
These are the last words of wisdom from Yoda to us. In ‘The Last Jedi’, Yoda advises Luke to pass on not only his strength and mastery but also his failures. Failures are masters in disguise. We celebrate success but we fail to give failure the same rank. Success gives you motivation but failure gives you wisdom.
“The greatest teacher, failure is.” — Yoda #starwars #customersupporttips Click To TweetRecord your failures. Analyze why you were not successful despite the right helpdesk software. Identify how you could have averted dissatisfaction. Learn from failed support processes and pass on to your team what you learned from them. Encourage them to continue this cycle. Keep the wheel spinning because “little they know, help them we must.”
If you’re a seasoned master (manager) in the Jedi (support) council, then you already know that even as you take up lot of responsibilities, it can never be a reason or an excuse for you to stop learning. Learning is one thing that never stops, should never stop, especially in the field of customer support.
“Much to learn, you still have” — Yoda #starwars #customersupporttips Click To TweetKeep an eye out for opportunities to learn and grow, as a team. Read every ticket. Use the insights, statistics and data that customers provide you with to calibrate and refine the awesomeness your product. And remember, there is one important thing Yoda wants you to do—pass on your successes and failures.
Customer expectations are constantly evolving. As a young Padawan, it is essential that you keep pace and scale with their expectations. This applies not just to your skills as a support agent but also to the support process you follow and the helpdesk software you use.
“You must unlearn what you have learned” — Yoda #starwars #customersupporttips Click To TweetYou need to be open to learning new skills and adapting to the changing customer support landscape. A pitch that helps you successfully convince a customer from staying with your company might just help you lose two, on another. A tool that fits today, might not be the right one tomorrow. That’s why unlearning what you learned is also important.
Call it clichéd, but a selection of quotes from Yoda is only half finished without this gem. We’re all not a hopeless Skywalker, stuck in the swamps of Dagobah, but the pressure of finishing what you started or following your supervisor’s instructions to just close a support ticket might just place you in a position where you respond with, ‘Okay, let me try’.
“Do or do not. There is no try.” — Yoda #starwars #customersupporttips Click To TweetWhen that happens, think of this moment. This quote. Yoda says NO, in bold and capitals. Put your heart in and finish what you started.
Do not just try. Do.
I hope you enjoyed this article as much as I did writing it. Are you a Star Wars fans? What is your favorite Yoda quote? Share them with us in the comments section below.
