Are you having tech support issues or just think you are not?
Some of the most trying aspects of a customer is technical support. The customer wants fast, CORRECT answers. Far too many of the times a customer runs into this senario. Customer buys a product that will not work straight out the box (It does not matter if it is hardware or software or both). The customer calls technical support and tells them the problem. The first thing a good technical support person would do is to ascertain the knowledge of the customer who called. This is hardly ever if ever done.
The reason that this happens is because they were never trained to do it. Technical support many times has the illusion that they are smarter and more knowledgeable than the customer because they are supplying the support (this is however a big mistake and may end up having a product returned from sheer frustration). This assumption may work for many customers who call but it wastes the time of those who are technically superior to the tech support person.
Not making this mistake accomplish two things:
If the problem is out of the scope of the lower level tech support staff it can be quickly escalated to a higher-level tech support person who could possible solve the problem. Other technical people appreciate this, and this could lead to more sales (these are the people other people listen too).
Keeps the customer happy by really attempting to keep the customer on the phone for the shortest amount of time to solve the problem. Resulting in a happy customer. Even if the customer returns the product because they cannot use it, the customer is happy with the support that they got from the company and will not hesitate to buy another product from the same company because if they have a problem someone actually knows the answer without wasting their time.
We can train your tech support personnel to be responsive and provide the customer care that your customers really want. All too many times what the customer needs and what tech support offers are worlds apart.
Let us objectively check the strengths of your tech support staff and let you know what is happening from the customer's point of view
