When you’re in the computer support business it’s your job to get the equipment people rely to work so they can meet their goals. It’s as simple as that. The better you understand their goals, the more effective you are at your job.
I was dismayed to see a list of pet peeves related to computer support from a site like Tech Republic. Sure, it may seem humorous, but the attitude shown is one that give everyone in computer support a bad name. Take a minute to read the article and come back.
Here’s my take on their top ten list, and why their thoughts are wrong:
The first thing is the fact they call the people you’re supporting users. They are your customers, and if they didn’t exist you wouldn’t have a job. The term user is used in a derogatory fashion much too often. Customers are what they are and customers are how they should be referred to.
- Their first complaint is silly. Yes, the person is going to assume they know what the problem is since you didn’t explain to them the proper process. It’s your job to educate your customers and make them an active participant in the process. If you need to deal with perceptions, fine.
- Who cares if you don’t know the answer to their question. You should feel privileged that they’re using this time to learn, as they can help you later down the line. The words “I don’t know” don’t show stupidity on your part.
- This happens all the time in life, not just support. Instead of being defensive work with the person to help them help you find the answer. At the end if they don’t admit they did it, so what. If it becomes habitual you can address the issue with their management.
- You got me here. This has nothing to do with your customers, but I do find it funny. You’re bitching about people who don’t follow your process, yet you get aggravated when someone asks you to follow theirs. Hilarious. Patience is the key.
- Sounds like you have a communication or process error with the purchasing department. Address the holes when they happen, document the actions and develop plans to handle them.
- Again, this sounds like an internal policy issue. If your management doesn’t care about the reports you send them detailing the abuses then you don’t have any recourse. Oh, you’re not sending them usage and abuse reports?
- Yeah, it’s horrible when people value your opinion on things. Pshaw to the idea that the value you bring the organization should fall during your lunch hour. Take a hint … eat lunch somewhere else or, you know, be nice to people.
- Finally, some sympathy. Still, you’re just complaining and not looking for a solution.
- Management is your friend here. Document the time spent waiting and let your management handle it.
- I’m thinking where your IT department falls in the organization isn’t as important as the value you bring to your organization.
Related posts:
- Inexpensive Customer Service – How to Impress Customers Cheaply
- Toyota using chat and email for customer interaction
- What would you pay for computer repair or is this the age of the disposable PC?
- Lifetime service from Sirius? Not your lifetime … The sirius rip off …
- Phone service is now a commodity – free pay phones
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