225: “In Support, I Believe…” with Simone Secci

Charlotte Ward: 0:13

Hello, and welcome to episode two hundred and twenty-five of the Customer Support Leaders Podcast. I'm Charlotte Ward. Today we listen to some support beliefs.

Simone Secci: 0:33

My name is Simone Sichi, and I'm director of support at Doodle. In support, I believe in helping people overcome hurdles, overcome obstacles essentially. Sometimes that is achieved in ways people do not expect. I hear and read regarding customer experience, customer support, um, that is about giving people what they want, what they expect. I believe instead it is more about giving people the tools they need to make their experience of a product better. And when they come to support, it's an experience that for some reason is broken. At the time in which they contact you, it's not rewarding, it's not fulfilling. So to re-establish that state of mind, sometimes you have to do it in a way that that person on the other end doesn't expect or might be skeptical of initially, but is ultimately the best way to help them. When they contact you, they trust you to know the best way to help them. Asking them what they what is this best way to help them is burdening them with a responsibility they shouldn't have and that you are tasked with. In support, I believe that speed is king ultimately. Solving a problem quickly will always go a long way in creating an awesome support experience. I do believe that the expectation that all people have come into support. I don't think that the dynamic of the two-hour long customer support call was something that was in any customer's mind. I think it was an artifice created by companies to show with dramatic flair that they care. However, being customer-centric ultimately means helping the largest amount of people possible in the fastest and most efficient way possible. And this, I believe.