Crafting Joy

From Andrew Spittle:

From doc­u­men­ta­tion to per­sonal expe­ri­ences, sup­port turns a face­less prod­uct into a prod­uct that these peo­ple made for me.

Your goal is to craft joy. Out of a frus­trat­ing cus­tomer expe­ri­ence your team will cre­ate a mem­ory of hap­pi­ness, help­ful­ness, and appre­ci­a­tion. Instead of a cost cen­ter your sup­port team becomes a depart­ment which cre­ates and edu­cates loyal cus­tomers. Where once resided a team just answer­ing ques­tions now lives the front­lines for cre­at­ing your tribe of happy, repeat, and prof­itable customers.

Beautiful way to look at the support pro’s job.