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Customer Service

By dsnethen ·
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My Approach to Customer Service

by dsnethen In reply to Customer Service

<p><strong>Golden Rule ? Treat others as you would want to be treated</strong>
<p>Everyone has been in a situation where they are talking with someone who is an expert in their field (lawyer, doctor, insurance salesman, IRS) and have been made to feel as if you were inferior and not worth that person?s time. Welcome to the world of our end user. To our end user, the computer is just a tool they have to use to get their job done. When they cannot do their job, they get frustrated and need help and that is why we exist. As we used to say in a past life of mine, ?this would be a great place to work if it wasn?t for the student?s?. However, we would not have jobs if it weren?t for the students taking courses, faculty teaching courses, registrars supporting the students, Human Resources getting us paid, and so-on and so-on. </p>
<p><strong>Empathize ? Put yourself in the place of the caller</strong></p>
<p>Have you ever been in this scenario? You need help working on a server, you call your vendor and you are put on hold, transferred from department to department asked many level 1 questions, re-asked the same questions by level 2 and finally get the key support person for your RAID controller issue. He or she does not know you from Adam and assumes you are as dumb as you soundJ. By the time you get off of the phone, you have been talked down to, strung a long and given the run-around. However your problem has been resolved. What do you remember most: the problem was fixed or you were made to feel inferior? If that tech would have thought, ?How would I feel if I was under a tight deadline to bring a server back on line and I had my boss, the CIO and the President on my back wanting results immediately?? The last thing you need is the above scenario to add to your stress. And so goes the feelings of our user base.</p>
<p><strong>Be their conduit ? Whenever possible, avoid sending them on a wild goose chase</strong></p>
<p>Not all issues can be corrected by you, but often you know who can. There may be times when you have to send a user to another person or department, but if you can get them the answer so they don?t have to call 100 different people, they will have a more positive experience with you and your department. You showed them that you can and will go the extra mile.</p>
<p><strong>Listen and educate ? Your user has something to say even if the technical jargon is missing or incorrect</strong></p>
<p>The best way to get at the root of the issue is to be an active listener. Use every opportunity to ?train?. If the user says the ?thingy? is broken and you determine it is the CD ROM, let them know what the ?thingy? is.</p>
<p><strong>Don?t air dirty laundry ? Don?t relay internal departmental conflict to the user and don?t pass the buck</strong></p>
<p>Our issues are our issues and to have good inter/intra departmental team work, you need to be a good team player. If you don?t like a system or you have gotten less than stellar service from another department in or outside of IT, leave that out of the equation when dealing with the end user. If you have issues, escalate within the ranks and internal channels. Airing dirty laundry and passing the buck reflects poorly on us and leaves a sour taste with the end user</p>
<p><strong>Timely Closure ? Make sure the user knows when an issue has been resolved and make sure they are no longer affected</strong></p>
<p>This goes back to basic communication. You want to make sure the user knows their issue has been resolved and you need to verify that they are no longer having the issue. The user does not want to have to call you back again to re-address the issue. To the user, the issue is not resolved until they are made aware, so if you resolve the issue, but don?t call the user back for 3 hours, to the user, the issue was resolved 3 hours later. </p>

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