April 12, 2021

The 10 Commandments of Technical Support

The 10 Commandments of Technical Support



  1. You first have to know who’s the boss. You are in business to service customer needs, and you can only do that if you know what it is your customer want. When you truly listen to your customers, they let you know what they need and how you can provide superior service. Never forget that the customer pays our salary and makes your job possible.
  2.  Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Smile, show respect, listen to their tone of voice, words, body language, and most importantly, how they feel. Do not make assumptions thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation – looking around to see to whom else we could be selling to.
  3.  Identify and anticipate needs. Customers do not buy products or services. They buy good feelings and solutions to technical issues. Most customer needs are emotional rather than logical. The more you know your customers and understand their business infrastructure, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
  4.  Make customers feel appreciated and important. Always use their name and find different ways to compliment them, but be genuine about it. People value sincerity. It creates good feeling and trust. Think of ways to achieve positive feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Always thank the customer as need it, keep good posture your body language conveys sincerity. Your words and actions should be congruent.
  5.  Brief your clients understand the way your business works and which is the most effective way in which you can help them. Your organization may have the world’s best ways for getting things done, but if your customers don’t understand them, they will have the tendency to feel confused, impatient and possibly to lose a business opportunity or lead. Always take all the time you need to explain what is exactly what you do and how your organization can simplify positive future solutions.
  6.  Always be positive “Yes”. Always find unmistakable means to enhance business for your clients through means of technology. When a request arises, if reasonable indeed, tell them that you can do it, be realistic and honest about it. Figure out how afterwards. Look for ways to make doing business with you pleasant. Never lie, keep your word, if you said you were going to do something for them, get it done asap, and don’t procrastinate.
  7.  Understanding when to apologize. When something goes wrong, apologize and always offer compensation of some sort. The customer may not always be right, but at the end is your customer and they are always right. Deal with issues immediately and advise customers what you have done to resolve it. Make it simple and accessible for customers to complain. Value their complaints. As much as we dislike it, it gives us a chance to improve our methods. Always go out of you way to make the customer feel comfortable.
  8.  Provide more than expected. The bottom line lies in keeping customers happy, think of ways to levitate your self above the competition. Here are some options to consider:

◦                      Give the customers what they cannot get elsewhere

◦                      Always follow up, and be thankful.

◦                      Be on top of their technical needs, and always provide

◦                      new merging ideas for future solutions.

◦                      Use the proactive and not reactive methods for their solutions,

◦                      remember that downtime in this business is not an option.

9.  Always acquire regular feedback. Encourage and welcome suggestions as to how you can improve your level of service. There are vast varieties of ways in  which you can find out what customers think and feel about your services.

◦                      Always listen .

◦                      Follow up often times.

◦                      Provide an approach that invites constructive criticism, comments, and suggestions.

10.   Treat employees respectfully and courteous. If you treat employees as if they make a difference, they will make a difference. If you don’t treat and  respect your employees well, they won’t take your business serious.  Employees are your internal customers and need a regular dose of merit, appreciation, and incentive. Treat your employees with respect and chances are they will have a higher regard for your customers. At last, employees are the heart of the company, they are in the front line, dealing with the customer on a day to day basis. Treat them well and you’re more likely to have a successful Organization.

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