 |
How to Deliver Technical Support That Delights the End User
Author: Don R. Crawley  | Posted: 21-07-2007 | Comments: 0 | Views: 29 | Rating: (50)  (?) 
 "Technology, like art, is a soaring exercise of the human imagination.", according to sociologist Daniel Bell in his 1980 book, The Winding Passage. The art of what we do, as information technologists, lies in how we deliver creative solutions to workplace problems. The truth of the matter is that our jobs, in information systems and technology, are not really about technology at all. Our jobs, instead, are about solving workplace problems. Technology is merely the vehicle we use to accomplish our true objective. Increasingly, the help wanted ads in our industry require not only technical skills, but also skills in dealing with people. People are, after all, our customers. The old jokes about the I.T. guys commenting about how great their jobs would be if only it weren't for the end-users can no longer apply. The few I.T. people who still believe that are at risk of being outsourced out of a job, automated out of their jobs, or otherwise replaced in the modern workplace.
Are people skills becoming more important than technical skills in today's workplace? Absolutely not! Are people skills as important as technical skills in today's workplace? Quite possibly, depending on the job. For example, most of us are not overly concerned with an airline pilot's human skills, but we're very concerned with her skills as a pilot. The commercial pilot, however, who doesn't consider the comfort of his passengers in how he flies the plane may soon find himself flying freight instead of people. Even the freighter pilot who fails to practice good customer service skills with her employer and her employer's clients may soon find herself replaced by another pilot who values human relationships. There may always be a place for the rare individual whose extremely high level of technical competence makes him so valuable that his absence of human skills is overlooked, but don't count on that for your long term career growth. The reality is that, if people like you, they're a lot more forgiving of human error and when they don't like you, they look for ways to get rid of you.
What are the skills that can help you in today's workplace? You can break them down into five fundamental skill sets:
-Dependable and Reliable Service
-Responsiveness
-Competence
-Empathy
-Professionalism
Dependable and Reliable Service means providing reliable and accurate service - consistently accurate answers and follow-through on your promises. Your users should get the same courteous, pleasant and knowledgeable service every time they contact the Help Desk. In part two of this series, I'll show you practical tips to make sure your end-users say you provide dependable and reliable service.
Responsiveness is the willingness to respond to customer needs by answering their phone or email requests quickly, and being willing to do what it takes to respond effectively to a service request. In part three of this series, I'll show you how to prioritize requests to ensure that the most important requests get the fastest response while still servicing the lower priority requests.
Competence means providing correct, knowledgeable service, performed with accuracy and confidence. Technical competence goes without saying, but how can you maintain your technical competence even if your employer doesn't pay for training? In part four of this series, I'll share with you realistic techniques to use to demonstrate your competence and some practical tips on maintaining your competence on your own.
Empathy means providing caring and personal service. You can convey empathy when you listen for the hidden meaning in what a user is saying, acknowledge the emotion, and offer caring assistance. In part five of this series, you'll learn key phrases to use to demonstrate empathy and techniques for conveying your empathy to the upset end user.
Professionalism means that how you speak and act and the emails or other materials you send reflect a high level of training and expertise. This becomes the professional image that you project to your end users. In the sixth and final part of this series, you'll learn five powerful, yet simple techniques for conveying professionalism in your dealings with end-users.
Delighting your user is really easy most of the time. When you find ways to help your users be more productive and creative in their jobs, you'll find your job is more satisfying and more rewarding. As a support desk propfessional, you have tremendous opportunities for personal growth and you have daily opportunities to make a positive difference in people's lives. That's powerful!
Rate this Article:
Current: 0 / 5 stars - 0 vote(s).
Article Source: http://www.articlesbase.com/customer-service-articles/how-to-deliver-technical-support-that-delights-the-end-user-185729.html
About the Author:Don R. Crawley is president and chief technologist at soundtraining.net, the Seattle training firm specializing in business skills training programs for IT professionals, plus accelerated technical training programs in the areas of Cisco, Microsoft, and Linux products. He works with I.T. professionals to enhance their work, lives, and careers. For a free copy of Don's article, "Ten Ways to Delight Your End-User", visit the soundtraining.net resource library.
|
Submitting articles has become one of the most popular means of generating quality backlinks and targeted traffic to your website. Join us today - It's Free! |
|
Got a Question? Ask.
Ask the community a question about this article:
Frequently Asked Questions
Why am i such a loner. is perfring to be alone bad ...
By: Lenniebens | 15-07-2008
why am i such a loner. is perfring to be alone bad? i love being around people. but im shy so i barely say anything. which is weird because im usually really hyper and goofy. at least with my family. but i care too much about wat people think of me. so i get nervous and have like a social anxiety attack, so i like to be by myself. plus when ever my friends text or call me, i never answer, unless its my boyfreind. im in clubs and stuff but its hard to participate. im used to not getting my voice heard so i jus like to listen to others opinions. ive never really been much of a talker i guess. im not sure what im asking. lol. umm maybe jus some feed back/
Tobacco
By: beerlady2 | 08-07-2008
Is there anyway you can pass a tobacco test for insurance purpose ? and how do you go about it besides quitting all together ?
Why do 25 year old brunette moms that live in ...
By: clarkdavidmm | 07-07-2008
why do 25 year old brunette moms that live in Hernando, Mississippi, scream at their son
Maill box filled emails lost returned to senders
By: SAH | 02-07-2008
My mail box was full and my friends told me it was and that their emails were returned because my mailbox was full. So can I access a list of the emails that were sent to my mailbox and were returned to the sender. How will I be able to find these returned emails. I deleted mail from the mailbox so that future emails can be received. The emails returned to senders were important for me.
I REALLLY need help. I think my problem is is that ...
By: jonnybeatnic | 28-06-2008
I REALLLY need help. I think my problem is is that I analyze everything... EVERYTHING down to the last spec and because of this everything goes wrong for me. I am so focused on doing things a certain way and using psychology to my own advantage that now its at a point where I can't even stop! I just can't! It has actually become a part of me to analyze every single thing and now I cant enjoy anything! Im a happy person by nature but everytime I analyze I discover things I dont want to know about. However it has become a part of my facon d'etre to do so. I think its gonna take something drastic to change me (Nothing harmful or anything but definitly a different approach)
The message was not sent because of an error The ...
By: Maru Real | 10-06-2008
The message was not sent because of an errorThe message cannot be sent.If this problem continues, please see our technical support information.Can you tell what can I do?? I can`t find the technical support
Q&A Powered by: 
Latest Customer Service Articles
How to Find Great Sushi
By: 10x Marketing | 25/07/2008
Do you need a Japanese translator to find great sushi? No! Just follow these steps to find the best sushi in your area.
Mogul Energy Announces Sea Dragon Energy Inc.‘s Ipo
By: atomxiao | 25/07/2008
The common shares of Mogul Energy are quoted on the OTC Bulletin Board (OTCBB) system under the symbol 'MGUY,' and the Frankfurt Stock Exchange ("FSE") under the symbol 'BKX'. Further information concerning Mogul Energy can be found in the Company's filings with the U.S. Securities and Exchange Commission (http://www.sec.gov).
Forward-Looking Statements:
The common shares of Mogul Energy are quoted on the OTC Bulletin Board (OTCBB) system under the symbol 'MGUY,' and the Frankfurt Stock Exch
The Weighty Burden of Anticipating Customer Needs
By: Kirsty Dunphey | 24/07/2008
Find the way to say yes to your customers, instead of no, don’t or can’t.
Rain Bird Rain Sensor
By: Kathleen Chester | 23/07/2008
The Rain Bird RSD Series Rain Sensor is extremely durable and visually pleasing. It is apt for residential complexes and also for commercial places.
Logo Reference Materials
By: Robert Johnston | 23/07/2008
If you have decided to design your own logo but aren’t sure where to start or if you can’t come up with any ideas, here are some resources that will educate and motivate you.
Learning Forex Trades
By: itmar | 23/07/2008
This article is for the traders who want to make some bucks from forex trading. Before you learn more about forex trading, out of 10 traders 7 persons keep losing money in this market; and the rest work freely from their house and earn millions. Rest 30% might be those with insider news, or those with forex trading skills and knowledge.
Understanding the Nanaimo Real Estate Market
By: Gary Bowen | 23/07/2008
Nanaimo is the real estate market provides exceptional options for investors and residents. Location of Nanaimo is good with its huge appeal for professional, tourists, retirees, artist, tourism associated- business & enthusiasts. They require for authentic property in this city is kept by Nanaimo's status just as gateway of Vancouver Island. The opportunity of eco tourism can't be hyped, with global visitors. Millions of the visitors are drawn to unbelievable power of west coastline beaches.
Preparing Your Home for Sale
By: Gary Bowen | 23/07/2008
The purchase or ownership of a house is a greatest investment that you make in your life. There are many beautiful areas in Nanaimo. Campbell River grows formwork of miners, fishers and foresters. Giant Mountain, beaches & vistas surround it. Campbell River is really astonishing place to work and live. It is a hub for tourism, shopping, arts and industry. Campbell River is a gateway of courage & adventure.
More from Don R. Crawley
The Three Secrets to Profitable Email Marketing
By: Don R. Crawley | 21/05/2008 | Business
Legitimate email marketing is a very powerful tool for your business...if you use it correctly. In this concise article, you'll learn the three keys for profitable email marketing and how you can use it successfully in your business.
How to Create and Manage Access-control Lists on Cisco Asa and Pix Firewalls
By: Don R. Crawley | 30/04/2008 | Computers
Learn the fundamentals of building and managing access-control lists on a Cisco ASA or PIX firewall in this soundtraining.net "How-to" guide.
How to Create and Exchange Digital Documents
By: Don R. Crawley | 27/04/2008 | Business
Digital documents are safer, more secure, easier to search, easier to send, and infinitely easier to store. In this article, you'll learn about the benefits of using digital documents and gain some practical ideas about how to start using digital documents in your business.
Automating Appointment Scheduling
By: Don R. Crawley | 24/04/2008 | Business
Learn how to let your customers and clients manage their own appointments by automating the appointment scheduling process with free or low cost online tools. In this brief article, automation evangelist Don R. Crawley show you how to automate appointment scheduling with another way to go digital without going postal.
The Three Magic Questions to Avoid Hiring the Wrong it Consultant
By: Don R. Crawley | 16/04/2008 | Business
Hiring the right I.T. consultant is more important today than ever before. In this brief article, veteran I.T. guy Don R. Crawley shares the three magic questions you can ask to avoid hiring the wrong I.T. consultant.
Understanding the Eight Base Commands on a Cisco Asa Security Appliance
By: Don R. Crawley | 15/04/2008 | Computers
In this brief article, speaker and veteran I.T. guy Don R. Crawley explains the eight basic commands needed to enable basic firewall functionality on a Cisco ASA Security Appliance.
Configure Nat Using Port Address Translation on a Cisco Router
By: Don R. Crawley | 05/03/2008 | Computers
In this brief article, veteran IT guy Don R. Crawley explains how to configure Port Address Translation on a Cisco router in four simple steps.
I Don't Have a Clue What You Just Said
By: Don R. Crawley | 03/03/2008 | Business
Communication is really easy, but somehow we've hidden our plain language messages behind shrouds of cliches, jargon, and metaphors. In this article, veteran communication expert Don R. Crawley makes the case for plain speaking.
|
|
Business 
