Why A "Good" Tech Isn't Good Enough

help desk

PC’s, just like all technology, are supposed to run smoothly and effectively in order to help your business function at a high level of operation. Everything is great when they run well, but when problems arise with the operating system, it causes high levels of stress and often results in decreased productivity.

Friendliness and courtesy in the workplace are a big part of any company’s success. They foster good attitudes and contribute to the overall atmosphere of any service-based company. When somebody looks to MotherG as their managed service provider, it’s our instinct to treat all of our customers with friendliness, courtesy, and respect.

We are able to give our clients a higher level of service because of our friendly techs. So what's the difference between a friendly tech and a good tech?

The Anatomy of a Friendly Tech

When a client has a problem it's much easier to communicate with a tech that is open-minded, a strong communicator, and kind. All techs can find a solution to your problem, but not all of them have these 3 qualities.

1. They care about you

When working with clients, a friendly tech will show compassion and empathy for any problems a client has. This helps strengthen the relationship between the client and the engineer. It also shows the client that the engineer is willing to help with whatever they need.

When we treat our clientele with respect and loyalty, it builds trust that leads to a healthy and profitable symbiotic relationship that works for the benefit of both organizations.

2. They seek to understand

There is nothing worse than having an issue with a computer at work. You're frustrated, you're anxious and you're panicking about the huge deadline you have. A friendly tech will make your experience positive. They should be helpful, courteous, and respectful to the client.

A friendly tech will ask questions and seek to understand the issue the client is facing. Just spending a few more minutes on the phone can make a huge difference when diagnosing the issue.

3. They defuse the situation

One instance of this occurred a few days ago when one of our clients called in a total panic. He had just deleted the financial reports folder for 2015. Our tech quickly diffused the situation. He explained the solution and said no worries, we will take care of this. He asked the client about his weekend plans, cracked a joke about this happening so often, and put the client's mind at ease.

After a couple of minutes on the phone he told the client the issue had been fixed and the files were restored later that morning. In just a few minutes a very scary issue was fixed and all it took was a friendly tech empathizing with the client.

Why A Good "Standard" Tech Isn't Good Enough

Customer service is all about the client's overall experience. A good “standard” tech would take the client's information, hang up the phone and start the restore.

Technically, the "good" tech is doing their job right, so what's the issue? Here is where the client's experience comes into play.

The client on the other end of the phone feels uneasy and worried about what the outcome of their problem will be. They want to trust that the issue will be taken care of and that everything is going to be ok.  At the end of the day any tech can fix your problem. It takes a different type of tech to be friendly and take ownership of a client's problem, fix it, and make the end-user happy they called them.

If you found this post helpful, be sure to read about the 5 characteristics an excellent help desk must have.

 

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