It’s the fourth of July. There’s Firecrackers and celebrations around the stars and stripes. But more globally, it is a day to take a moment and savor the spirit of Independence. And the ideals that make it..
“We hold these truths to be self-evident, that all support agents are created equal, that they are endowed by their Management with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness.”
Every support agent deserves a life. Not just eating and breathing between the refresh button on the email tab. After all, any man spending 6 hours everyday sifting through complaints, solving problems, resetting passwords, and assigning issues deserves a vacation. A vacation where everything that can be automated in the support desk, is automated. Every support agent deserves to live juggle-free. A dreamland where every conversation from email, phone and social are in one place, waiting for them to answer.
Liberty is more than the precondition for creativity. Support agents are born free, with the passion to resolve and the desire to earn more customer love. And yet, everywhere they are in shackles. Tied to the desk, tied to cubicles and offices, to their devices and most importantly, to time. Yet, you cannot throw a bridle in love. The support agent wants to be there, cracking the tough ones, solving the unsolvable. With the liberty to serve customers from anywhere, at anytime, and in the comfort they deserve. With the liberty to choose.
The only real steroids are happy customers. Happiness is knowing, when the support effort is appreciated. The Pursuit of Happiness is knowing when it might go in vain, but still doing a terrific job at the end of the day. Your support agent needs to know, to be able to measure, improve and celebrate customer satisfaction. And get another addictive dose of customer love And then some more, over and over again.
To every single support agent out there, to every person answering a ticket and putting a smile on a face they might never see- Respect!
From this 4th of July, customer support doesn’t have to mean fire-fighting. Happy Independence Day, support agents of the world.