XI - Know Your Audience
While navigating the seas of computer tech support, customers most likely have encountered a Tech Support Professional (TSP) whose explanations went right over their head. Or during the conversation, a TSP used jargon and catch-phrases that came way out of left field. For example:
Customer: Thanks for fixing my computer! How did you find the problem?
TSP: Found it while searching the web. The Net is vast, and infinite.
Some TSPs think that it’s cool, or Leet, to utilize highly obscure references and idioms while communicating with customers. Unfortunately, not many techs are able to lift up and out of their insecure, social inadequacies and realize most people are not familiar with Japanese Anime from the 1980s and ‘90s. Some expert technologist aren’t aware that clients would understand more about the computer’s situation if it was communicated effectively.
A Relational Technologist (RT) uses appropriate humor and cultural references that their clients will understand…only after numerous interactions of getting to know them. Imitating Cliff Clavin’s smarmy, smug dialect in explaining a computer issue to a young Gen Z person will often result in a confused look. Referencing rap lyrics from Ice T to someone in their 70s will not help them understand spyware and its impact on their laptop. It will only make them feel more antiquated for not knowing what in the world the TSP is talking about
It’s all about knowing your client. It’s about assessing the client’s life experiences by listening first, and acknowledging achievements if they have a title after their name. It’s about awareness of pronouns, choices of religion, sexual orientation, and even a client’s political ideology before blurting out a witty reference. It’s about observing unique items in the client’s home or office that can be used to provide a common connection when explaining a solution to an issue. Most importantly, it’s about knowing when to appropriately share a colloquialism.
Finally, an RT has to be ready to apologize immediately if the client’s non-verbal facial responses are different than what was expected. Let’s face it, some clients don’t have a well-developed sense of humor and is as cool as us. RTs have to find a way to communicate professionally without the modern slang. Ya hear, my dawg?