How to Be an Awesome Tech Support Pro in Three Easy Steps
One thing that shocks people who launch a new business is all the responsibilities involved. Someone who never dealt with technology before might become overwhelmed with all the attention information technology, and computer networks require. Outsourcing responsibilities to qualified professionals makes sense for many entrepreneurs. For a business providing IT services, a shortage of clients might not ever become a problem.
Don’t take customers for granted, though. You want any customers you sign to remain repeat customers. Here are some things to consider when dealing with your clients:
Understand Your Client’s Knowledge
More accurately, take a step back to remember that your client probably doesn’t know much about technology. The owner of a skateboard apparel startup probably can’t grasp the deep complexities required for fixing a failing network. Avoid talking down to clients or expecting them to understand the full scope of the problem. Take time out to figure out a way to explain common problems in a manner clients would better understand them. Doing so could make meetings with already frazzled clients go better.
Avoid Falling Back on the Complexity Excuse
Unfortunately, some IT system issues can be disastrously complicated. Fixing things may require more time than anticipated. Do not, however, lead clients to think your explanation about the problem’s complexity is nothing but an excuse. Giving the client a realistic timeframe for completion is necessary, but don’t lose sight of the client’s situation. They want problems solved and IT systems repaired. Problems with their tech systems could create an unwanted snowball effect that impacts others areas of their business. Embody a little empathy when they become frustrated about how much time it may take to fix things.
Make Sure You Isolate the Correct Problem
Troubleshooting becomes necessary when the problem isn’t entirely apparent. At times, you may be unsure about what the specific issue is. Guessing or jumping to conclusions about the problem, however, can cause troubles. If you guess the wrong problem, then you’ll likely pick the incorrect fix. And the original issue won’t become solved.
Devise In-House Options
Not every problem requires a service visit from a tech support crew. Startups who are seeking IT support might be able to handle some issues on without assistance such as upgrading antivirus programs and more. By developing self-service options and instructing the client on how to perform them, unnecessary on-site calls might become less frequent if not outright eliminated.
Don’t forget about the learning curve here. The client might not be a techie. So, take your time when trying to explain things to him/her.
Inspire Your Clients
Tech support professionals work at repairing things. They aren’t supposed to serve as confidence boosters. Can they, though? Work at developing a positive demeanor that appears uplifting to your clients. They feel great frustration when suffering through tech mishaps.
Your language should focus on your intentions to address their problems. Doing so could lead them to feel less stressed out over the situation. A calm client might be preferable to one wired up and agitated.
Yes, there are many things a tech pro must know. As seen here, exceptional customer service is among those talents.
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