We’ve all been there… we’re on the phone with IT Support and we keep getting transferred to different people to assist us. We wonder if the company even has a competent technician. We wonder if the company values customer support.
Many large IT Support hotlines have a “script” that their employees follow to help resolve issues over the phone. It is apparent when an inexperienced support employee is helping you. The conversation is slow and the employee keeps putting you on hold or asking you to repeat questions.
For a related article on who exactly is answering your support calls, check out a statistical profile of today’s IT Workers by Michael Totty from the Wall Street Journal.
If you work within IT or manage IT professionals, it’s important to provide excellent IT Service.
Consider the following:
When it comes to providing technical support or customer service, there needs to be a limit on how much research you do to solve a problem.
You can ask your colleagues many questions….
You can do Internet research for hours….
You can pass the problem on to others, hoping it doesn’t stay in email abyss…
…but sometimes you just need to get your hands dirty.
Remember, it’s difficult to permanently break technology. So go ahead and try to fix the issue. If you’re not physically near the device/computer, try to recreate the problem.
Experiment with the issue, keeping note of the control and variable. Only change one thing at a time to make sure that a single variable resolves the issue.
Document your findings. And then share those findings with your IT colleagues.