Leading by Example with Luke Atkins
Luke Atkins, Senior Support Specialist at Front, joins Growth Support to explore life, growth, and opportunities in Support. We talk through his journey from videography to support, highlighting the unexpected challenges and essential skills needed to succeed. Luke shares his insights on the power of emotional intelligence, the art of the "first reply," and how to drive personal and professional growth by leading by example.
Key Topics Discussed:
The Importance of "Human Skills" in Support
While technical skills can be learned on the job, Luke emphasizes that emotional intelligence, empathy, and other "human skills" are crucial for new support agents. He explains that these skills help you navigate angry customer interactions without taking them personally, which is vital for providing deep, non-transactional support.
"It's very difficult to learn to be empathetic. You have to consciously want it".
Luke shares how empathetic support agents can help others best when their own "empathy buckets" are fuller.
Mastering the Art of the First Reply
Luke believes that the first reply accounts for 70% of the work in a customer interaction. He introduces the concept of XY problem-solving, where you identify the customer's actual problem (Y) rather than just answering their requested solution (X). By reading between the lines and addressing the underlying issue proactively, you can provide better solutions and improve customer satisfaction.
He shares how this approach leads to faster resolution times and fewer follow-up questions from customers.
Find out your Support Archetype discussed in the episode here:
Leading by Example from Any Position
Luke’s most significant career lesson is to lead by example. He advises support professionals to identify their strengths (such as troubleshooting, empathy, or pattern recognition) and double down on them. By embodying the qualities you aspire to, you can influence others and create opportunities for growth.
Being proactive in identifying and proposing solutions can lead to personal and professional growth.
Takeaways:
Develop your "human skills": Prioritize emotional intelligence and empathy, as they are essential for success in support and are difficult to learn on the job.
Master the first reply: Take the time to understand the customer's underlying problem (Y) to provide a more effective solution from the start.
Double down on your strengths: Identify what you're naturally good at, whether it's troubleshooting, empathy, or pattern recognition, and lean into those skills to create growth opportunities.
Find what you enjoy: If your job feels monotonous, find an area you're good at and enjoy, and start focusing on it to drive your personal and professional development.
Be a leader from any position: You can lead by example by being the person you want to be in your career no matter where you are in the ladder.
