IT support is one of the toughest jobs out there because it’s all about dealing with in-house customers: not only do some users redirect their aggro onto a computer problem, but they’re never far away, long after it’s fixed. Try these tactics to keep them on-side.
Mind your language
Don’t talk tech and don’t think for one minute that anyone is interested in the technical problem or how you are going to solve it. They simply want their problem to go away. Do not get bogged down in detail or try and explain how you are going to fix their problem. Never fall for the delusion that someone understands the Mac operating system just because they can spell its name.
Dr Colin Gill peopletester.com
Don’t argue back
The mathematical rule of ‘two negatives make a positive’ does not work when it comes to human confrontation. It’s more effective to diffuse the situation by calming the irate user with positive and professional behaviour. Resolve to stay calm and aim to satisfy the customer even in the most difficult situations. By empathising with their view point and suggesting a possible solution, you are more likely to resolve the situation and send the customer away happy.
Callcentrehelper
Feel their pain
Half the battle of IT support lies in empathising with the beleaguered user. Think back to the 2005 election and how two different voters accosted the two prime minister candidates on the subject of healthcare. Michael Howard told a voter exactly what he would do, once in power. Tony Blair touched the voter’s arm and said he sympathised. Blair won the election. Remember, people want you to understand their pain and to empathise.
Dr Colin Gill peopletester.com
Listen up
You have two ears and one mouth, and you should use them in that proportion: in other words, make sure you listen more than you speak. If you respond forcefully when your customer is annoyed, then the situation will escalate and you are unlikely to succeed in resolving the situation. Instead, by listening carefully, you will get a handle more quickly on the technical fault, and be able to resolve it more quickly.
Callcentrehelper
Get them to say ‘yes’
To get the upper hand with an awkward customer, ask them a question that refers to their complaint, and to which you know they will have to say ‘yes’. Get them to say ‘yes’ to you, and you are tacitly getting them to agree with you.
Yahoo answers
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And, if things turn ugly, try and respect the person even if you can’t respect their behaviour. Keep in mind that 99 times out of 100 you are not the object of the user's anger. You are like a small tree in the path of a swirling tornado. But unlike the small tree, you have the power to withstand the wind. Your power lies in the fact that you are in control of your emotions, while they are not.
Dave Kahle
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