mwknight, 1 year ago

After working in desktop support for a year after college, I realized that people just wanted their problem solved and to not feel frustrated. That realization made my job immensely easier because I pivoted from copying a file in 30 seconds and walking away to talking to them a little bit and letting them feel good after we were done. My ticket closing speed slowed down a little but people felt better and I consistently got positive feedback.