IT Support Satisfaction Keys

For companies that deal with any type of technology, trained IT support staff is important. It’s crucial that you have talent available to answer phone calls and provide quality technical support to those that may need them. The average consumer finds technology that isn’t working to be extremely frustrating. Companies that want to improve their customer satisfaction and avoid losing any customers need to make sure that they’re investing in IT service professionals that understand the importance of satisfaction and quality service.

Interestingly, when it comes to IT, there are two qualities that make for excellent customer service. Most think that excellent IT service is the same as other forms of satisfaction – listening to the customer, providing friendly service, and more. Certainly those are important, if not crucial.

But when it comes to IT support there are actually two more important qualities in great IT service: Knowledge – Knowledge is the most important part of IT support. An IT support staff member that doesn’t have enough knowledge of technology can never provide the level of support that a knowledgeable service technician, even if the latter never smiles and the former is a customer service expert. In IT, knowledge is everything – the faster and more effectively you can answer customer questions, the better you’ll be.

Communication – Of course, that knowledge is only useful when you’re able to communicate it with the caller. That’s why the ability to communicate clearly and in a way that the customer will understand is also important. Most IT staff have such a high degree of knowledge that they forget that the caller doesn’t necessarily know or understand as much as they do.

If your IT support staff member is constantly talking over the head of the caller, nothing is going to be solved. If they are able to clearly communicate with the customer, the problem will be solved quickly. Certainly there are other factors of customer service, but knowledge and the ability to communicate that knowledge are most important.

A less knowledgeable employee that isn’t able to communicate, but does so with a smile and a friendly attitude is not going to provide nearly the level of customer service as a somewhat dry/bland employee that can answer any question and communicate that answer effectively. So if you’re looking to hire IT staff, understand the value of your staff, or looking into customer satisfaction as it relates to IT support, make sure that you’re paying attention to knowledge and communication. That’s how you’ll identify the customer service experts on your team.