Modern technical support: it's all about great communication

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A long time ago in a galaxy far far away…oh wait, not so long ago, in our galaxy, technical support was a different ball game. If something that your company produced broke and the factory was in another country, you either made a plan to fix it locally, or order the part and wait out the months as it was being shipped to you. This is still the case in many industries, but in healthcare technology this has changed dramatically.

With the advent of information technology and smart support systems, the tech support landscape has changed. Now, with the click of a button, a support technician can help you establish what the problem is, talk you through a problem, and have you up and running within a few minutes. This is wonderful, but can sometimes also be a challenge. Support technicians might be in other countries, causing a delay in when you can appropriately schedule calls. This can be frustrating for multinational companies. But I believe some of these problems can be mitigated by providing excellent customer support.

The first thing a client support consultant must do is try keep your client happy. This is the most important thing to remember. If you behave like a idiot in front of your client and try to blame them for the mistake you most likely will lose your client and this will have a ripple effect across the whole company. To counter this you need to approach the problem from a different angle. You need to fit in with your client’s schedule, this can be difficult but an arrangement can always be made so that both parties are happy about the arranged time.

You must always keep an open line of communication. Talk to your client and try to understand the frustration that they are experiencing. Most of the time the problem is easily solved and can be fixed within 10 minutes. If it takes longer remember the second rule: keep your client informed. An informed client will be a happy client. If a user knows that you are working on the problem, they will mostly show patience as they know they are your current priority.

Great technical support does not end there. Once the problem is resolved, contact your client after a few days and ask if everything is working. This is the last step to a happy client. This helps in keeping the communication channel open.   

In the end it is all about how you communicate to the person struggling to use your product. I have met many good and bad support technicians over the years.  The most successful ones are those that have patience and tries to understand the frustration the person on the other end is experiencing.

 

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