For some reason, Technology Support Professionals (TSPs) think they know everything about everything. It’s an unfortunate mask worn when engaging with customers who don’t know much about their computers or devices. The professional and social insecurities of a typical TSP often leverage that imbalance of knowledge to assume a persona of an authoritative quasi-boss, barking orders like a drill instructor to click this, run this program, go to this location on their phone or laptop, and read this online documentation page.
The TSP knows the answer to the user’s problem, and quickly dictates what needs to be done so the user will leave them alone. It is sad that a typical TSP rarely takes into consideration their client:
is already anxious about their computer not working
is already blaming themself for messing up the computer
is already dreading having to call tech support and go through the usual unpleasant experience
Wouldn’t it be nice if a TSP would present technical information to a client in a non-threatening manner? And kindly offering suggestions for a customer to consider taking?
Instead of this:
Client: Did I break something on my computer?
TSP: No. But you need to update your computer to the latest settings and clear your browser cache. Next time, go to the support portal to fill out a ticket instead of calling me.
How about this:
Client: Did I break something on my computer?
TSP: I definitely don’t think you broke anything on your computer. That would take a whole lot of work! How about we try this: Before you take your lunch break, how about you click this button in the upper right of your screen so your computer can update to the latest version? It’ll take about a half-hour to complete the updates, so when you get back you can log back in again and that annoyance should be eliminated for you this afternoon. If that still doesn’t work, ping me and we can walk through the steps of refreshing your web broswer’s cache. It often solves a lot of issues like the one you’re having.
More syllables to speak. More time engaging with the customer. But the second response is creating a connection, building a relationship, and helping another human being feel less stressed. And the TSP is sharing their expertise with the client in a less overt way.
Now, instead of this:
Client: My phone’s screen keeps going blank unexpectedly when I use it. Do you know why?
TSP: You need to get a new phone.
How about this:
Client: My phone’s screen keeps going blank unexpectedly when I use it.
Relational TSP: That must be an annoying thing for you to have to contend with! I’m curious [first name], how old is your phone?
Client: Oh gosh, I got this before COVID. Maybe six years?
Relational TSP: Okay. Well, I’m going to shoot straight with you. Your phone is getting a little long in the tooth. [I smile at them] In my experience I’ve noticed phones tend to lose their snappiness and quickness after about five years, and I’ve also noticed the Apple and Google people may not be providing operating system updates for phones after five or more years. It depends. I’d like you to consider something: Sometime tonight, try a thought exercise: what would it be like to have a new phone? What budget funds would I have available for purchasing a new phone? What are the important things I do on the phone? Do I have my contacts information and photos backed up somewhere in case my phone dies before I get a new one? If you get concerns with any of these questions, drop me a line. I can help answer all these questions…but I probably won’t be able to buy a phone for you. [Smiles at client]
Whether TSPs like it or not, they are paid to serve their customers. TSPs are responsible for accomplishing items on their job description, which most likely includes providing outstanding customer service if they want a positive annual performance evaluation. While management may have an implied expectation of how the TSP will perform their work according to established department standards, mission, vision, values, etc., it’s up to each professional to take the high road, spend a few extra minutes, and invest more into their interactions with clients.
By offering suggestions and not orders…
By leaving the door open for the client to ask follow-up questions…
By using their expertise for good, not evil…
…a TSP can cultivate a better work environment.