In the briefest manner, support exists to help others find the path they need to take for the journey. Put in a more literal sense: achieve results they need. It is to help customers utilize the system for their desired outcome. But what happens when someone is looking for the wrong thing? I reckon it’s our place to listen and find what they really need. Support is the guide, a master, a tutor. Our customers are, after all, the hero in this story.
People need our help — we all need each other’s help — so let’s step up and do just that. Institutions like Disney do not disappoint: they satisfy their guests. How can we find ways to satisfy ours?
What is Support to you? Before you join a company, hopefully you have a deep-rooted understanding of what you believe it to be. Many leaders have many different views on Support. If you don’t know your company’s views or where you’re applying, you will need to be very tolerant because the winds may blow in unexpected directions.
Think deeply on your Support philosophy. It may not match up to mine, and that may be okay. Determine what you believe about Support. If you don’t, others will do that for you and that may mean a wrong turn for you. If we don’t ask questions up front, we will likely find ourselves down a road of disappointments from expectations we did not realize were within us.
Jeff Beaumont 