The Technician's 7-Step Checklist for Customer Support

Don Crawley, Author of THE COMPASSIONATE GEEK The Technician's 7-Step COMPASSIONATE GEEK Checklist for Customer Support Before Talking with Your Customer 1 2 Remind yourself that your job, in IT, is to support your end-users and other customers, even when it's difficult. Review the ticket to ensure you fully understand the issue they're reporting. Check your appearance to make sure you don't have something that might affect the customer's perception of your level of professionalism. Do you have a flash drive with the necessary tools and files you're likely to need in case network access is not available? Review the ticket with your customer. Ask them questions and listen carefully to their answers to ensure the ticket accurately reflects the real issue. When you answer the phone, make the return call, or visit the customer's site, be prepared to use your empathy, compassion, and listening skills When you're dealing with a customer, remember to be a friendly professional. Also, remember that there are really smart, very successful people who don't understand or like technology. Compassionate Geek CompassionateGeek.com (206) 988-5858 3 4 5 67