VII - See the Issue from the Client's Perspective
Sometimes, when I’m clicking on all cylinders and I resolve a client’s issue right before their eyes, they’ll ask how I got to know so much about computers. I usually respond with the following:
[First name], I do this for over 40 hours a week. If you were immersed with computers and technology as much as I have been over the years, I’d wager you would know as much as me. You specialize in [their career field], and I have no idea how to [task unique to their career field].”
From a Technology Support Professional (TSP) point of view, this is important to take into consideration: Our clients may only use a software application a few minutes a week. It’s no wonder they wouldn’t know their computer’s inner workings or why software does not operate according to their experience level.
In many cases, customers are encountering the error for the first time. Even though a TSP has resolved the error for scores of customers in the past, it is important to treat this as if it were the first time fixing this issue for the client. Explanations of what happened and how things got fixed need to be articulated like the TSP just discovered the solution for the first time. It helps the client understand the issue better, which might help prevent it from re-occuring in the future.
I believe TSPs need to understand that technology may not be within their client’s primary field of expertise. In my work, I support real estate agents, retired law enforment officials, people serving in the military, teachers, writers, homemakers, CEOs, and lawyers. My clients have spent years, if not decades, pursuing their calling and have amassed an extensive skillset. A skillset which may not have allowed for much time to be spent sharpening their technology chops. Lacking tech expertise shouldn’t be something a TSP admonishes a client by stating, “…you should have been aware of this. Everyone knows about [technology concept].”
I guess the bottom line is this: treat the customer’s issue the same way you would want to be helped when you don’t know the answer to an issue you can’t solve by yourself.