customer service

All posts tagged customer service

I’m a freelance IT consultant. I So, get asked a lot of questions. Unfortunately, I wish people would ask me what the last article addressed more, but this is about how I handle calling tech support. Clients pay consultants for answers and output, but often the online knowledge bases for larger companies are labyrinths of outdated dead ends and no way to filter as fine grained as advanced/extendable schema database apps can be — I know, I’ve designed a DB that could reduce and search to one text entry and 2–4 clicks. It’s crazy only a few web apps have this — well, kind of.*

I’ve been a fairly successful consultant who gets most of my business by clients referring me to someone who needs my skill set. My years as a support tech taught me how to quickly sync with a mode of communication the client understands to quickly gather symptoms and explained things in concepts they can grasp. In short, I handle clients at various levels — from SoHo end users to local businesses of various sizes.One skill I have from working in many shops is calling tech support…

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The following was posted on a special interest web forum and I thought I would share it here since it relates to things I often touch on. This article briefly explains my approach to talking to and getting my issue resolved or at least something back from them. When I have to call any support line or help center from banking to utilities to tech support, I usually try to empathize with them, and take a peek into their perspective so I can make the process as painless and beneficial as possible. It has been modified slightly for this audience. If you have found any particularly good techniques not mentioned, please let me know in the comments.

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