Would You Want to Be Your Customer? (The Customer Service Question)

Would you want to be your own customer? Seriously. Would you be happy with your customer service?

Think about the times when you’ve received customer service, good or bad. Maybe it was something in IT like getting help on a cloud app, setting up a new tablet, or configuring an access point. Maybe it had nothing to do with tech. Maybe you were returning a shirt to the store or getting help on a home improvement project. Now, think about the times when you received good customer service. What made it good? What did you like about it? Now, think about when you received bad customer service and what made it bad. What did you dislike about it? Now, think about the differences between the good experience and the bad experience. What was the customer service provider saying? What were they doing? What were you saying? What were you doing? How did their words and actions make you feel?

Now, let’s go back to the original question. Would you want to be your own customer? Would the people you serve describe you as providing a good experience or a bad experience? You see, customer service is really about providing a great experience for the people you serve. You do that by mastering the five principles of IT customer service. Start with your competence. Strive to be the best in the world at the technologies you support. Keep your certs up to date. Be curious about new and emerging technologies.

But remember, your technical competence is only the beginning. That’s how you perform the tasks of your job. You also have to master people skills, including compassion. You must care about your fellow humans. Notice when they’re hurting and try to help.

Be empathetic. Try to imagine what they’re going through. Think about what you might want if you were in their position.

Be a good listener. Don’t interrupt. Let them finish whatever they’re saying. Listen to understand and remember what they’re saying.

And finally, treat them with dignity and respect. Technology can be intimidating for anyone, including some really smart people. Remember, no one is an expert on everything. What seems simple and obvious for you could be confusing and even frightening for someone else. Be patient, kind, and respectful.

Do the people you serve, whether customers or coworkers, look forward to working with you? Would they describe you as easy to work with?

So, would you want to be your own customer? 

Next Level IT Customer Service Training

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