Technical support is a service that every company or organization offering a service or selling a product to a target audience in a particular

location must provide. That’s why it’s important to be aware of eight mistakes to avoid when dealing with both new customers and existing customers who have previously worked

with your company or organization.

 يلجأ العملاء لخدمة الدعم الفني في حال واجهتهم مشكلة ما مع الخدمة أو المنتج وبعد أن يكونوا قد استنفذوا معظم

the solutions available to them. That’s why technical support teams must provide effective assistance, resolve customers’ issues, and avoid mistakes that

سنذكرها في السطور القادمة. 

Not listening carefully to the customer and letting them finish speaking: 

One of the eight common mistakes to avoid when dealing with customers is not listening until they have finished speaking. Customers like to

explain their entire problem without being interrupted by a member of the company’s technical support team. So, as a technical support representative, it’s your responsibility to

Listen to them and jot down quick bullet-point notes about the problem they describe. When they have finished speaking,

اسئله بعض الأسئلة المتعلقة بالمشكلة واطرح عليه الحلول اللازمة لهذه المشكلة. 

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Don’t speak too quickly, like a robot: 

Don’t speak to the customer too quickly, as if you were only a device relaying information. This is one of the 8 mistakes to avoid when dealing with

customers. Greet them first, then warmly and politely ask, “How can I help you?” Answer all their questions calmly and engage with them

بشكل إيجابي ، فهذا يعطي انطباع بالاحترافية الكبيرة لدى العميل ويجعله عميلا دائما لديك. 

One important step is to provide the technical support team with ongoing training in customer service skills,

and to ensure the company provides the team with a comfortable working environment, without putting them under psychological or work-related pressure,

في العمل عليهم وأن يؤدوا عملهم في أجواء مناسبة وجيدة. 

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Not being available to customers across all social media platforms: 

You shouldn’t be absent from any social media platform. Today, customers are active across almost all social media channels,

and most use Facebook, while customers in the Gulf countries, for example, use Twitter, Snapchat, and Instagram,

Some professional clients use LinkedIn.

Some prefer quick communication and use WhatsApp. Make yourself available as technical support across all social media platforms.

أمر هام جدا

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Add a personal touch when speaking with the customer: 

 هناك خطأ من ضمن 8 أخطاء تجنبها في التعامل مع العملاء وهي أن يكون الحديث مع العميل رسميا تماما بدون أن يكون

warmth or friendliness. If you're speaking with a customer and they have a special occasion, such as a birthday, congratulate them.

And if they live somewhat far away, mention that as part of the conversation about the issue they're facing and have contacted you about.

When providing technical support, briefly make them feel that you’re fully on their side and there to help them.

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Not taking customer feedback on the service or product into account in the company’s or project’s development plan: 

One of the top 8 customer service mistakes to avoid is failing to take customers’ opinions and ratings of your product or service into account and include them in

your business improvement plan. Today’s customers are savvy: they’ll realize when your company isn’t paying attention to this, and they’ll be very hesitant to do business with you

again. You’ll most likely lose them, and they won’t become loyal customers. So build relationships with your customers and make them your advisors; they

can help you spot issues in your project that you weren’t aware of and guide you in making it better.

And all of this is free—you don’t have to pay for consultants to work with you.

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Failing to deliver on promises made to the customer or buyer: 

Promising to do something and then not following through leaves a black mark on the entire company’s record. This happens when the technical support team

makes promises that exceed the company’s actual capabilities. For example, suppose you’re an internet service provider in Egypt, and

a customer in Alexandria asks for a high internet speed, say 16 Mbps. You tell them it’s available at high quality and that the company can provide it. They sign up with you, only to discover

that the actual speed they receive is just 4 Mbps. This will give them the impression

that the company is dishonest and lacks credibility with its customers, which will negatively affect the company as a whole in the short term

وفي المستقبل. 

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Guessing what problem the customer is experiencing: 

One of the fatal mistakes—and one of the eight mistakes to avoid when dealing with customers—is guessing what problem a customer is experiencing

before they have spoken to you. If your guess is right, the customer will be impressed and may remain a loyal customer of the company. But if

the opposite happens and your guess is wrong, the customer may get the impression that you think they are lying and that their problem isn’t real. This will make them

feel annoyed and angry, and they may never do business with the company again. So never guess what the problem is; listen to the customer all the way through.

and understand what they want.

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Not giving customers information that will help them solve the problem themselves in the future: 

This is one of the eight mistakes to avoid when dealing with customers: failing to explain how to resolve the problem they encountered and helping them

only fix it. In that case, they’ll keep calling you whenever they run into the same problem again! This creates an extra burden

for you as a technical support agent, with no benefit—just repeating the same thing every time. So, if you find that the customer really wants to know the cause

of the problem and how to solve it in detail, explain everything related to the problem and its solution. This will help lighten your workload and earn

ثقة العملاء وبقائهم في الشركة بشكل دائم.