You open an email and read through it — a customer left another service and is interested in seeing how good your service is — you close the email and start looking for another question. Stop and think for a minute. Why did you ignore the email? It should be admitted; the problem has caused you discomfort. Why did you not put the hands on it with enthusiasm?
In short, you do not have that level of confidence that comes with experience. What stops you from getting new experiences? A fear.
The more resistance you feel working with a difficult question, the more effort you need to apply to answer it. The feeling of discomfort is natural, and what happens next depends on your attitude only.
Jumping into a support role is scary because the team has established internal links and connections, and you do not want to be the one who mixes them up. Just like a child swimming in a pool, you need to have someone watching you.
To overcome the discomfort of joining the support team, can be more comfortable:
- Look for the requests that are similar to a bid you are working at. How did the experienced agents handle it?
- Browse the knowledge base to find relevant information to handle the request.
- Save your answer as a draft.
- Ask the teammates to review the draft.
- The agent with more experience can review the draft, add comments to it, provide some tips on using specific terms, and provide helpful links to be sent to the customer.
- Once again, double-check the draft and reply to the customer.
This type of "supervision" helps to avoid potential mistakes. The more experienced colleagues can explain the things that are new to you, and step-by-step, you will learn how to handle the most complex cases.