5 Simple Steps to Exceptional IT Support

Looking for reliable IT support in Centurion and Cape Town? The IT support team at The Computer Guyz work hard to support customers, however they still manage to learn something new every day and work towards creating an improved customer service operation.

Here are five simple steps to exceptional service…

  ü  There are always two solutions to the problem

You may think that there is just one way to fix the problem that the customer is complaining about, however there are TWO ways! The first solution is found on the surface and can solve the problem instantly, but dig a bit deeper and there is a method to stop the issue from resurfacing in the future. Fix the deeper problem and you’ll never have to deal with that issue from that customer again!

  ü  Spring cleaning is vital

How often do you get someone calling in and complaining about their mouse or keyboard not working? Of course the first thing you want to tell them is to check if it is actually plugged in – DON’T! Why? This can be insulting to some customers and they may get offended. Rather suggest that they unplug it, clean out all the dust and plug it back in again.

  ü  Show some love

Customers who call in for IT support are already grumpy and probably expect horrible customer service. Change their mind and their mood by fixing their issue speedily, happily and cheerfully! Chances are they’ll leave in a better mood than they were before they even had a problem.

  ü  It’s your fault

Change a customer’s emotions in a second with these three simple words – It’s my fault. Take the blame, no matter whose fault it really was, this will get rid of a customer’s anger and make your job a hundred times easier.

  ü  Don’t take it personally

No matter how hard you try, some people will always give you a hard time. Received an angry email from a customer? Don’t be offended, maybe they are just having a bad day or maybe they were just raised with no manners. As long as the complaints don’t happen on a regular basis then don’t take it personally.

Exceptional IT support is all about embracing the issues as they are thrown at you and trying to solve them while still keeping a smile on your customers face. 

Keep this fundamental rule in mind when it comes to IT support – treat all your customers how you would wish to be treated!