Viewing Your Client Through a Different Lens - Part 3
In my previous two essays I shared what I've learned about who the clients are whom we serve in technology support and the numerous ways the client is unique and cannot be given standardized support. There is one more very important aspect to understand about our clients, but it's not a popular one. The client doesn't want to fix their problem by following a multi-step procedure on an outdated online reference document Most upper management have a checklist for their IT department to provide ...
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Viewing Your Client Through a Different Lens - Part 2
By Chris Powell In my previous essay I shared some perspectives about our customers from a relational standpoint. I'm wagering most professional techs never received any empathy training at any time during their career. Doesn't matter if it is new employee onboarding or the annual company retreat, a business is overlooking a valuable opportunity to enhance their IT department. Investing in soft skills can improve the reputation of the IT department and might actually improve the technologist's ...
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Viewing Your Client Through a Different Lens - Part 1
By Chris Powell Getting hired as a full-time computer tech support right out of college was exciting. I was a fresh-faced 22-year-old with an understanding of how software worked, I had a lifelong curiosity for solving puzzles, and I was eager to fix customer computer problems. However, I was immediately met with anger, disdain, vitriol, impatience, and belligerence from those whom I supported. I was confused about why my customers were so mad at me. I was frustrated with their terse and acerb...
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Modern Technology Support is Broken
By Chris Powell Back when desktop computers first landed on employees’ office desks, getting tech support used to be a simple process: Call the phone extension for the IT department Explain the problem with their computer to someone they regularly encountered wandering the hallways of their workplace. Receive troubleshooting support right then over the phone or the IT support person would come visit their office in person a short time after ending the phone call. This was also known as the...
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