We want effective tech support. We also want to provide it. Many phone problems and internet/computer issues can be resolved over the phone or through telnet; it increases customer satisfaction and can save us the expense of rolling a truck to the customer’s site. What can we do to provide good tech support? We need to be knowledgeable of the equipment, programs and tools we are trying to work with. Of course no one can be all knowing so it is good to have access to, and know your way around some good “cheat sheet” and reference sources, including other people. Here are some guidelines I use.
•Assure the customer that you are going to try and help them resolve the issue
•Assume nothing
•Ask systematic questions, is the power light on, is the modem plugged in to the jack and the computer……..
•Attempt the quick fix first unless there is a really, really good reason to look elsewhere, reboot the modem, recycle the power….
•Ascertain the status of the equipment and the need or ability for further troubleshooting
•Access and apply your resources
And sometimes.....you just have to punt.
It has always confused me that so many of the telecommunication companies still use synchronous, face-to-face customer support and IT support tools. What company would you consider, in your field, to be the front-runner with mobile support?
ReplyDeleteMany telecommunication companies have some asynchronous customer support and encourage its use,but telecommunication companies serve a broad spectrum of clients with degrees of technological competency that vary greatly. These clients own a variety of telecommunication and networking equipment with endless setup possibilities. It is hard to provide for all there needs with a completely automated system. When their internet is down the online options are gone.
ReplyDeleteI'm not sure how you mean 'mobile support'
Thanks for your input.
Tim