1. Everyone is a customer
Everyone who requests technical help is their customer.
Everyone who requests technical help is their customer.
2. Be Courteous
You are representing your entire company (and especially the IT training department) when you speak to your customers. Courtesy Account: always. Treat each call with courtesy, even when it is not returned.
You are representing your entire company (and especially the IT training department) when you speak to your customers. Courtesy Account: always. Treat each call with courtesy, even when it is not returned.
3. Be clear and precise.
Avoid technical terms. Your client does not have as much technical experience as you. Do not assume that your interlocutor knows what you are going to ask them to do, so remember to clearly describe each step you will have to take.
Avoid technical terms. Your client does not have as much technical experience as you. Do not assume that your interlocutor knows what you are going to ask them to do, so remember to clearly describe each step you will have to take.
4. Use Analogies
Whenever possible, use everyday analogies. This will help your client feel secure and confident, putting the technical issue in perspective.
Whenever possible, use everyday analogies. This will help your client feel secure and confident, putting the technical issue in perspective.
5. Be Friendly
Your customer may be frustrated. You are probably in a hurry and thinking about how much you are losing productivity because of not knowing how to use your computer better. Listen openly to the customer's problem, without judgment, even though you've heard the description a hundred times before, since this is the first time for your customer computer help desk jobs.
Your customer may be frustrated. You are probably in a hurry and thinking about how much you are losing productivity because of not knowing how to use your computer better. Listen openly to the customer's problem, without judgment, even though you've heard the description a hundred times before, since this is the first time for your customer computer help desk jobs.
6. Be professional
You must understand your client's frustration, but keeping balance, don't get emotionally involved. If your client stays in that position, describing how he feels, gently ask as specific questions as possible to get back into the conversation about the problem so that you can solve it.
You must understand your client's frustration, but keeping balance, don't get emotionally involved. If your client stays in that position, describing how he feels, gently ask as specific questions as possible to get back into the conversation about the problem so that you can solve it.
7. Take notes
Create a knowledge database. Track each incident, symptoms, causes, and solutions.
You will begin to find patterns in the behavior of the software and will soon be able to apply intuitive patterns to solve new problems.
Create a knowledge database. Track each incident, symptoms, causes, and solutions.
You will begin to find patterns in the behavior of the software and will soon be able to apply intuitive patterns to solve new problems.
8. Train your colleagues - Exchange.
Pass on what you learned to your coworkers. When you learn a new faster solution to a problem, share it with the other technicians. If you do, they will too. And everyone will be better at their job.
Pass on what you learned to your coworkers. When you learn a new faster solution to a problem, share it with the other technicians. If you do, they will too. And everyone will be better at their job.
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