I’m happy to share that I’ll be giving a workshop at Support Driven Expo Europe in April! I’ll be sharing about mental models and how you can use them to better support and troubleshoot a product.
Sound familiar? I wrote about mental models a while back and used them to give a round of internal workshops in the Automattic support division. I got great feedback about those workshops and am excited to share them with a wider audience.
I truly believe that great communication between support and product teams is a key piece of product quality, and solid troubleshooting skills (and all that those skills entail) help facilitate those conversations!
I recently read How To Be Calm Under Pressure: 3 Secrets From A Bomb Disposal Expert (via Swiss Miss) and immediately connected its 3 secrets with 3 guiding principles for providing customer support. I recommend you read the full article, but here’s a recap of the 3 secrets along with my observations about how they connect to support:
- Do a threat assessment. While you may not be defusing a literal bomb, a customer in distress can make you feel like you are. Don’t panic. Assess the customer’s problem and try to think of a similar problem you have handled in the past. This makes the problem less intimidating and gives you a place to start troubleshooting or resolving it.
- Emphasize the positive and what you can control. Is the customer facing a bug? Did they experience a serious problem with your product? Focus on positive aspects of the situation and actions you have the power to take for the customer. That could mean providing workarounds that you know about, making small fixes you know will help, or even bigger solutions like proactively offering the customer a refund if something went really wrong.
- Focus on the next step. Don’t try to solve the entire problem in one shot. Focus instead on just the next step you need to take. Did you just uncover a giant bug in the product? Set that aside for a moment and focus on this one customer and how to help them first. Not sure what went wrong or how to help the customer? Focus on talking through the problem so you understand it fully. In other words, think about just that one thing you need to do next, to avoid getting overwhelmed.
These general guidelines have helped me handle any number of stressful situations with apparent ease, including the pressure of being on the front lines of customer support. I hope they serve you well!