{"id":7363,"date":"2017-06-12T09:51:47","date_gmt":"2017-06-12T12:51:47","guid":{"rendered":"https:\/\/www.ibtdi.com\/?p=7363"},"modified":"2017-06-12T09:51:47","modified_gmt":"2017-06-12T12:51:47","slug":"successful-technical-support-specification","status":"publish","type":"post","link":"https:\/\/www.ibtdi.com\/en\/successful-technical-support-specification\/","title":{"rendered":"The Key Features of Successful Technical Support"},"content":{"rendered":"

\"\"<\/a><\/p>\n

 <\/p>\n

Whatever kind of company you own, whether in the virtual or real world, you need a technical support department. This specialized team tracks customer issues and responds <\/span><\/p>\n

to their inquiries and follows up on their problems. Although it is not a revenue-generating department, it directly affects your company\u2019s reputation\u2014and ultimately impacts<\/span><\/p>\n

sales and profits.<\/span><\/p>\n

Having a department or team Technical Support<\/a> at service companies online, as well as telecom companies, hotels, and even restaurants, has become essential. <\/span><\/p>\n

And it is no longer a showcase department as it was in previous years.<\/span><\/p>\n

While Amazon is tightening oversight of this department and carefully selecting its employees, Google, Facebook, and other global companies <\/span><\/p>\n

are following suit. That\u2019s when we uncover the first truth discussed here.<\/span><\/p>\n

If you want to become a professional technical support specialist or add a technical support team to your company, you first need to understand what makes technical support successful.<\/span><\/p>\n

.<\/p>\n

1. Kindness is the foundation of success in this role<\/strong><\/span><\/h2>\n

A technical support employee should be kind by nature and in their day-to-day interactions with people. They should quickly win people over and embody values that are often lacking. <\/span><\/p>\n

In our community, this includes tolerance, good character, listening, and understanding other people\u2019s feelings.<\/span><\/p>\n

This person is a true treasure on the team. They treat customers with kindness and are dedicated to making others happy, finding happiness in doing so.<\/span><\/p>\n

.<\/p>\n

2. It takes more than kindness\u2014it also takes optimism<\/strong><\/span><\/h2>\n

You work in a department that receives many complaints, alerts, and reports, which can sometimes give you a pessimistic view of things. You are expected to stay optimistic at all times, <\/span><\/p>\n

encourage your team to focus on the positives, and help them move forward happily as they serve customers.<\/span><\/p>\n

.<\/p>\n

3. Keep your emotions in check<\/strong><\/span><\/h2>\n

Personally, I don\u2019t want a support agent who gets angry when customers use harsh words or when someone shouts about the poor quality of some of my organization\u2019s services. This employee<\/span><\/p>\n

adds fuel to the fire, making it burn even more fiercely and further damaging the organization\u2019s overall image.<\/span><\/p>\n

Staying calm and managing your emotions are essential qualities for successful technical support at major global companies. Respect a customer\u2019s anger\u2014it stems from having paid <\/span><\/p>\n

the company for a service or product and not received what they wanted at the quality they expected. In this situation, listen to their complaint and keep following up on their case <\/span><\/p>\n

consistently. If the product they received has a manufacturing defect, it\u2019s best to explain your company\u2019s policy on returns or canceling the service.<\/span><\/p>\n

When a customer brings you a problem for the first time, follow its progress yourself. You may be able to provide good support, and if the issue is passed <\/span><\/p>\n

to a colleague who handles it poorly, the customer may hold you partly responsible.<\/span><\/p>\n

When a customer expresses happiness, you have every right to appreciate their kind words and respond with a compliment of your own, sincerely. But if they meet you with sadness and anger <\/span><\/p>\n

Understand that they\u2019re probably not making it up\u2014you\u2019re dealing with a problem that needs to be resolved. Stay in control of your nerves and emotions, and work on managing them.<\/span><\/p>\n

.<\/p>\n

4. Be a team player<\/strong><\/span><\/h2>\n

Simply put, if you dislike teamwork, we don\u2019t recommend this job. It relies heavily on collaboration: you communicate with customers, and your colleagues follow up with you.<\/span><\/p>\n

How you handle issues\u2014and sometimes you\u2019ll be asked to follow up on a customer issue that a colleague started working on.<\/span><\/p>\n

.<\/p>\n

5. Don\u2019t act like a robot<\/strong><\/span><\/h2>\n

There are basic principles and agreed-upon policies for technical support. You\u2019ll often use the same greeting and give the same responses to calls, but it\u2019s well known that this <\/span><\/p>\n

can leave you bored and sounding detached, even when you\u2019re speaking realistically while appealing to the customer\u2019s emotions.<\/span><\/p>\n

Try to be creative in your responses and adapt your style to the situation and the type of customer you\u2019re dealing with.<\/span><\/p>\n

.<\/p>\n

6. Details matter in this role<\/strong><\/span><\/h2>\n

When you contact a particular customer, use their first name and note the nature of their issue. Keep that information in mind when following up so you can offer the best possible suggestion in a friendly, personal way. <\/span><\/p>\n

This helps customers believe they\u2019re talking to a person, not a robot. Because of repetitive routines and the same comments and replies, many customers think the responses are prerecorded and sent <\/span><\/p>\n

automatically. This sometimes leads some of them to swear, use abusive language, or dismiss the matter\u2014resulting in childish behavior intended to find out what the technical support team is like!<\/span><\/p>\n

.<\/p>\n

7. Be patient and persistent when following up with each customer<\/strong><\/span><\/h2>\n

Several months ago, I contacted the technical support team for Microsoft\u2019s Bing search engine. The support agent worked with me on the issue <\/span><\/p>\n

through a text chat for about three hours!<\/span><\/p>\n

Honestly, it was truly impressive. I didn\u2019t sense any frustration in her tone or between the lines of her messages about my trivial issue or my lack of knowledge about many details of their service, while <\/span><\/p>\n

By contrast, technical support teams at many other companies may try to steer you toward conventional solutions or tell you from the outset that your problem has no solution, <\/span><\/p>\n

just so they can move on quickly to other complaints.<\/span><\/p>\n

That Microsoft employee had the patience to keep working with me to resolve the problem for all that time.<\/span><\/p>\n

.<\/p>\n

Technical support staff at successful organizations and companies are kind, calm, patient with customers, and understanding of behaviors that do not arise out of nowhere. A successful employee in this <\/span><\/p>\n

role is someone who has brought all those values and qualities into their daily interactions\u2014not only at work, but in everyday life as well.<\/span><\/p>\n

Successful companies invest in training and resources to build effective technical support teams that guide them to safety through a sea of customer complaints and inquiries.<\/span><\/p>\n

Source: Amnay Afshko<\/p>","protected":false},"excerpt":{"rendered":"

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