Bridget, also known on SupportSpace as MommyKnowsDesk, is the perfect example of how good an expert can be. Mixing talent, service, professionalism and technical skills with a good spirit. We are of course very proud to have Bridget with us and we recommend any of you who have a difficult situation to resolve to try and contact Bridget for either consultation or forwarding cases. And....on the top of this, she has such a great sense of humor! Read below a letter from Bridget and then you’ll see why customers are so happy with her! |
Consider the Client by MommyKnowsDesk
I came to computer support from years in the restaurant business, where it was all about serving the customer. In many ways technical support and waiting tables are similar, except in the following way: If any of you have ever worked as a waiter or bartender you will know the old adage that the customer is always right. While in computer support, the very nature of it, the customer is always wrong!! Yet their needs remain the same as far as service goes.
I always bear in mind that we all started out as novice users at the very beginning. That an expert ascends to a deep understanding and development of skills sets often creates disdain for the general plain user population. Like a math teacher having to explain such basic concepts as 2 and 2 equal 4. It can be frustrating to go all the way back to the basics so much of the time.
My empathy has always been with the user. I remember how scared I was with my first PC, how bewildered. I can recall simply turning off the machine in a complete panic, many times, and praying the thing didn’t blow up or something. We should all remember that it takes a lot of guts to call for help while feeling stupid. This is an aspect I run into a lot: The user feels so stupid and embarrassed at their lack of knowledge. Therein lies the answer to good customer support: Always be reassuring. Let them off the hook and praise them when they get it right. Their appreciation will lead them back to you every time.
The single most important and hardest thing to have is patience. It can sometimes take 30 minutes just to help them find the start button! Yet it is so very hard to maintain your even keel when confronted with a hopelessly inept computer user. I guess it takes practice but if patience and understanding can be maintained the rewards of thrilled and delighted customers, that have actually learned something in the process, is very rewarding.
The computer is just a tool, the best tool ever but still a tool. It is not necessary to know all the ins and outs of it, the concepts or configuration of it, to use the tool effectively. This is another thing I tell my clients and it is another way to help them relax and gain confidence.
The bottom line is that while it can be very hard to help sometimes it is what we are here for. If everyone knew how to use and work a computer we’d be out of a job!
To contact MommyKnowsDesk, click here. She can help with:
Firefox, Internet explorer, Microsoft Word, Office, Powerpoint, Outlook, Outlook Express, Internet Support, Laptop Support, Home Entertainment, Software Installation, Visual Basic, Windows XP, Vista, iPod, iTunes, Printer issues, Blackberry, Audio Player, Broadband and many more.
