the assistance and advice provided by a company to those people who buy or use its products or services.
The first thing i believe is important in IT is having an understanding of who your customer is.By this i mean gauge their technical ability and how to structure questions.
By understanding the technical abilities of the customer they you can adjust your technical lingo and also not assume the End users capability to navigate through instructions.This i have found will help you and the customer be less frustrated when troubleshooting.
Patience is key in IT customer service as well,some customers will be irate. Others will be full of questions. And others will just be chatty. You must know how to handle all of them and provide the same level of service every time.Be Empathetic as well and mirror the customer emotions and concerns.
Be sure you let customers know exactly what you mean. make sure to Use authentically positive language, stay cheerful no matter what and never end a conversation without confirming the customer is satisfied.
One thing i have seen is that too many IT customer service professional are afraid to say “I don’t know” either. I have found that customers will appreciate the honesty and your efforts to find the right answer.
The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Whether your team works directly with customers or looking for ultimately you have got to keep the customer’s happiness in mind,