3 answers
Kefuwe
Student
Virginia Beach, Virginia
6
Questions
Asked
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Every person that you will have to assist, is different. Describe what Challenges you mang encounter and how will you overcome each one of them?
Intrested in knowing more about IT support #ITsupport
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3 answers
Doc Frick
Career Coach and Mentor
1590
Answers
California, CA
Updated
Doc’s Answer
Kefuwe in today’s fast paced environment, IT customer support reps wear many hats. Often a blend between pure customer service, where reps take inbound calls from existing and potential customers, to an order taking role where those same reps also take inbound customer orders, all the way to being tasked with proactive up-selling or prospecting into existing accounts, today’s customer service reps have to be adept at handling a number of customer interactions. Across these varying job descriptions, one thing remains constant: giving your IT support customers an outstanding experience.
SEVEN SECRETS TO PROVIDING GREAT IT CUSTOMER SUPPORT
LISTEN
Listening is one of the simplest secrets of IT customer support position. It means hearing what your customers are saying out loud, as well as what they are communicating non-verbally. Watch for signs that they are displeased, while listening to what they say to you directly.
SERVICE
Service may be the most important factor in any IT customer support position. While there are hard skills involved in virtually every customer service position, your service abilities are going to be what you use the most. Customer is an essential keyword for any IT customer support position. This should come as no surprise as customers are the central focus of your position.
PHONE SKILLS
The phone is a key part of many IT customer support positions. Talking on the phone is a skill worth mentioning in general, but it’s especially important in the field of customer service. You can mention this keyword in your previous work experience to emphasize the volume of calls you handled as a way to quantify and highlight how strong your phone skills are.
BE RESPONSIVE
There may be nothing worse than non-responsiveness to a customer who is trying to get help. IT support often can involve emotions, so it's important to make sure you are handling your IT customer support tasks with courtesy and respect. Never let your own emotions overtake your desire to see your customer hang-up unhappy.
CONSISTENCY
All customers have a baseline expectation they expect to be fulfilled on every interaction with their IT customer support representative. Consistency of a positive experience creates feelings of predictability, trust and feelings of security (your customers know you’ll be there for them and that they will be taken care of). The more consistently you’re able to meet and exceed your customer’s expectations, the more they will want to do business with you and your service.
BE PROACTIVE
A biggest part of an IT customer support rep’s job is to handle customers who are having a problem. From a company stand point, the key to dealing with these customers successfully is to prevent a customer who is having a problem from becoming a problem customer.
BUILD TRUST
What would you say is the most important aspect of any relationship? I believe that trust is essential to developing an atmosphere of caring as their IT customer support contact. And how do you build that? By consistently & courteously guiding your customer through every step of your interaction with them.
I hope this was Helpful Kefuwe
SEVEN SECRETS TO PROVIDING GREAT IT CUSTOMER SUPPORT
LISTEN
Listening is one of the simplest secrets of IT customer support position. It means hearing what your customers are saying out loud, as well as what they are communicating non-verbally. Watch for signs that they are displeased, while listening to what they say to you directly.
SERVICE
Service may be the most important factor in any IT customer support position. While there are hard skills involved in virtually every customer service position, your service abilities are going to be what you use the most. Customer is an essential keyword for any IT customer support position. This should come as no surprise as customers are the central focus of your position.
PHONE SKILLS
The phone is a key part of many IT customer support positions. Talking on the phone is a skill worth mentioning in general, but it’s especially important in the field of customer service. You can mention this keyword in your previous work experience to emphasize the volume of calls you handled as a way to quantify and highlight how strong your phone skills are.
BE RESPONSIVE
There may be nothing worse than non-responsiveness to a customer who is trying to get help. IT support often can involve emotions, so it's important to make sure you are handling your IT customer support tasks with courtesy and respect. Never let your own emotions overtake your desire to see your customer hang-up unhappy.
CONSISTENCY
All customers have a baseline expectation they expect to be fulfilled on every interaction with their IT customer support representative. Consistency of a positive experience creates feelings of predictability, trust and feelings of security (your customers know you’ll be there for them and that they will be taken care of). The more consistently you’re able to meet and exceed your customer’s expectations, the more they will want to do business with you and your service.
BE PROACTIVE
A biggest part of an IT customer support rep’s job is to handle customers who are having a problem. From a company stand point, the key to dealing with these customers successfully is to prevent a customer who is having a problem from becoming a problem customer.
BUILD TRUST
What would you say is the most important aspect of any relationship? I believe that trust is essential to developing an atmosphere of caring as their IT customer support contact. And how do you build that? By consistently & courteously guiding your customer through every step of your interaction with them.
I hope this was Helpful Kefuwe
Thank You Joseph. “The meaning of life is to find your gift. The purpose of life is to give it away.” — William Shakespeare
Doc Frick
Mohammed Sikandaruddin Khan
Work on Information Technology at VMware
6
Answers
Bengaluru, Karnataka, India
Updated
Mohammed Sikandaruddin’s Answer
Listening and Empathy plays a very major role. Everyone in this world is happy when you tend to listen there problems and show empathy towards them post which I am sure you know how to handle the situation
Can you relate these skills back to IT and explain how they may be relevant?
Gurpreet Lally, Admin
IT Support executive is successful only while he / she listens and show empathy to the customer / colleague. Considering, people reach out to IT Support only while they are facing challenges / issues.
Listening to the issue would allow you to gauge exact problem and help fix the issue accordingly
This allows the affected user / colleague a welcome and positive feeling
Mohammed Sikandaruddin Khan
Ernest Lai
Budget Analyst
3
Answers
Irvine, California
Updated
Ernest’s Answer
When helping others, no matter who or what personality type, open communication is key. It's a lot easier to get work done when there's mutual trust and respect between all parties involved. I try to follow the mantra - Seek first to understand, then be understood. By creating a more personal experience and being conscientious in terms of where the other party stands, you can foster a collaborative environment for everyone to succeed.