We made a podcast! Support Breakfast, Episode 1: Emotion

A couple of weeks ago Dave, Conor, Sarah & I were at our weekly London support breakfast and we started talking about how great it would be if we made a podcast.

It was one of those big picture plans. The kind that you agree would be fun but then don’t necessarily make forward progress on right away. The kind that you might never act on at all.

Except that it was Thanksgiving that week and that meant quiet queues and plenty of time to think.

I didn’t want our podcast to be a big picture plan. I wanted to talk about support with my friends and put our thoughts and ideas and knowledge out into the world for others. I wanted to hear back from the support community and find out about their experiences and questions.

I wanted to keep building on the friendships that we’ve created out of a shared love of breakfast foods and a shared agreement that support can be a fulfilling career.

I investigated creating a website and Twitter for us and I sent Conor a message to ask whether it was a horrible idea. I was half expecting him to talk me out of it but he didn’t. He and Sarah and Dave agreed that this was something we all wanted to make happen.

This first episode comes out of that shared vision and a lot of collaboration. It also comes out of a video call that ended up being the most fun I’ve had in quite some time. So much fun that, although you’ll hear that it’s a monthly podcast, there’ll be an episode next week. And we hope for many weeks to come.

Like all first episodes and first steps, we know there’s progress to be made but I’m proud of what we’ve made and I hope you’ll listen and stick with us as we learn from it and build on it.

This week we’re talking about emotion – how it affects us as workers in support and how it affects our customers and their experience of us & our companies.

This was Dave’s topic pick and here’s the quotation he uses in his introduction:

“When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion, creatures bustling with prejudices and motivated by pride and vanity.”
-Dale Carnegie

Here are the specific questions we address:

How do we help customers who are very upset, frustrated or angry?

How do we keep our own emotions out of customer interactions and avoid becoming angry, frustrated and upset in our responses?

How do you prevent a customer’s emotions from overriding your objectivity about their issue – emotional hijacking?

Should making customers happy be the ultimate goal of support?

While we were discussing these:

Sarah introduced us to the L.E.A.R.N acronym to help our customers:

Listen
Empathise
Apologise
Resolve
Notify

We reference the ‘This is Fine’ meme, originally from the Gunshow comic by K.C. Green

I spoke about Moz’s TAGFEE values, which you can learn more about here.

I also set this week’s homework, which is to consider using Tab for a Cause, a browser extension to donate to charity just by opening a tab. Help make the world a better place simply by doing something you’d be doing anyway.

If you have a question about support you’d like to hear us discuss, you can get in touch via Twitter or email (please send us your emails!).

You can also follow each of us on Twitter: @gentlethorns, @conorp, @davechapman & @sarahleyh

8 thoughts on “We made a podcast! Support Breakfast, Episode 1: Emotion

    1. Thanks for sharing, Mat! I have that Planet Money episode queued up, and am really looking forward to it.

      And not only did I have cold Indian food for breakfast, I am now have cold Indian food for dinner.

      Britain: the leader in culinary delights!

      Liked by 1 person

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