CXO

Ten rules to keep tech support sane

Compassion

I have experienced users crying on the phone because of an IT problem. In these instances, your compassion is essential. You must remember that in some cases their problems are preventing them from completing an important task or doing business. When users have a lot at stake, their stress levels can be high and they're bound to be tetchy. Put yourself in their shoes and imagine how you would deal with it. Try to be understanding so your users feel you are on their side and doing everything to make the problem go away.

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By Jack Wallen

Jack Wallen is an award-winning writer for TechRepublic, The New Stack, and Linux New Media. He's covered a variety of topics for over twenty years and is an avid promoter of open source. For more news about Jack Wallen, visit his website jackwallen....