Introduction
Each day, I think a good deal about the learning path of being of service to others. It is something that I learned at a very young age and apply actively while working on APM support cases. But what does this concept really mean?
While discussing anything, I like to start with a definition. There are eleven different meanings that Merriam-Webster has about this concept !
For this article, I will take service to mean "a series of actions where one selflessly helps and attempts to bring happiness to others."
Nine Characteristics of Support Service
These are presented in no particular order.
1) Attitude of gratitude -- Be happy that you have a chance to help others, improve a technical situation. Recognize this when the case comes in, before/after each conference call, and when the issue gets resolved.
2) Have an open mind
3) Have the idea of Beginners Mind. It refers to having an attitude of openness, eagerness, and lack of preconceptions when studying a subject, even when studying at an advanced level, just as a beginner in that subject would. Wikipedia
4) Be eager to work on the issue and bring technical happiness to the world! Let this to be visible to all!
5) Fearlessness -- Leave no stone unturned while working on an issue. Engage any resource that you may think that you feel will help resolve the issue.
6) Acceptance and Surrender to the Situation. Dive into the issue and totally focus on it. This is the most important thing in your life at that moment and give it the attention that is required.
7) Seek to understand through deep listening. Understand what is and is not being said. Recognize and acknowledge the emotional pain points a customer may be having
8) Go on to the next one. At the end of the time, there is always another challenge needing resolution. Accept, dive in, and repeat the above list.
9) Recognize and appreciate the human factor. Always let each customer know how important their issue is and "it is just not another ticket."
Conclusion
Sometime back I created the Support version of the Bodhisattva Vow. I try to live by it each day.
Users are Numberless
I Vow to Help Them All
Broken Systems are Many
I Vow to Fix Them All
Product Knowledge is Limitless
I Vow to Learn it All
There is Nothing Better Than a Happy Customer
I Vow to Accomplish It
I look forward to talking to many of you soon.