My Journey from Academia to Customer Support and Creating the Training I Wish I'd Had
When I first left academia for biotech customer support, I felt like I was jumping into the deep end without knowing how to swim. Like many of you, I had the scientific knowledge – the publications, the lab experience, the research mindset – but translating that into effective customer interactions was a whole different challenge. Picture a PhD swapping a lab coat for a carry-on suitcase and suddenly being expected to troubleshoot not just experiments, but customer relationship too!
I remember thinking, "Why isn't there a guidebook for this transition?" While watching brilliant colleagues struggle with the same issues, I realized something important: our difficulties weren't from lack of intelligence (we all had survived universities!), but from lack of proper guidance tailored to our unique position between science and service. After all, they don't teach "Advanced Customer De-escalation Techniques" alongside PCR protocols in graduate school.
That's exactly why I created these workshops. I've supported hundreds of customers across four continents, living the reality of field support work – the constant travel, the overflowing case queue, the back-to-back meetings, all while keeping a smile for the next customer call. I've been where you are, including those moments when you're figuring out why the experiments failed while the customer watches over your shoulder, silently judging your every move
Your role in customer support drives extraordinary value. While sales teams might land new accounts, you're the ones turning customers into advocates. You transform problems into opportunities and directly impact retention rates, repeat business, and sustainable revenue growth. Simply put, you're not just supporting customers – you're building your company's reputation and future.
I look forward to helping you not just stay afloat, but truly excel in your customer support career. Together, we'll transform those "trial by fire" experiences into strategic skills that advance both your professional development and your company's success.
Yours truly,
Lam Son Nguyen, PhD
Founder of Better Support