Technical Support Psychology - Dealing with Stress

Good people skills are essential.

Each job has its own level of stress, some more so than others. Providing technical support in the IT industry in particular can be extremely difficult because, as well as dealing with sometimes incredibly complex equipment, the engineer onsite must also try to pacify an irate CEO or business executive.

Don't get overwhelmed by the situation

In most companies, time is money and there could be anywhere between 2 and 2,000 people waiting for you, the engineer, to fix the problem. When faced with this kind of pressure it's very easy to be overwhelmed by the situation and go into a 'panic mode', trying various things at random, without any kind of definite plan. This is generally a very bad place to be, as more often than not, you'll make the problem worse and not better.

I have found that the best approach to this is to take a mental step back then a few deep breaths to try and calm your mind. It's going to be a tough day but it's only a few hours of your life so there's absolutely no point in getting too stressed out about it.

Do not confuse relaxing with not caring.

You still have a problem to solve with professionalism and expediency. Once you have control of yourself then you are ready to take care of your client.

Another situation that generates stress is that, during the course of troubleshooting a problem, you will run out of ideas. It's inevitable that at some point in your career this will happen to you. Again, the key here is not to panic or despair.

Go back over the facts and try to think 'outside the box'.

It's possible the solution to your problem is sitting right in front of you but you are simply too close to see it.

Try to get a second opinion if possible.

Sometimes a fresh pair of eyes on a problem is all it takes to resolve it. If this isn't possible then perhaps a sounding board will help - just someone to bounce ideas off to help get your mind back on track. They don't have to be technical or understand what you are talking about. In fact you can even talk to yourself (although I don't recommend this especially if there are other people around...). The main aim here is to get the situation completely clear in your head.

De-stress Your Client

It's quite common to receive a call for help some time after a problem has occurred (sometimes even months may have elapsed). Perhaps the client thought they could fix the problem themselves or maybe they thought the problem would just go away. Anyway, it hasn't, the client is in a panic and now it's YOUR job to fix it.

When faced with this situation your first priority is to calm down your client. Have no doubt that they'll be all over you on site, maybe trying to help or just trying to make you understand the urgency of their situation. Remember, they could be losing thousands of dollars an hour so make sure you respond appropriately. They will be stressed. If they want to know what you are doing, tell them.

Always speak to your clients at their technical level

If your client is a technician then talk technical, if not, then drop the 'jargon' as far as possible. Watch them as you are talking and make sure they're not phasing out. The blank look is a sure sign they don't understand what you are saying and have tuned out. It's very easy to fall into the habit of using technical jargon and acronyms that are completely obvious to people in the industry but mean absolutely nothing to your client. If they can't understand you, they'll just get more stressed.

Another thing you should be aware of is even if your client doesn't understand what you're talking about they may not say anything or ask any questions in fear of looking stupid. Make sure you're all on the same wavelength.

De-stress Yourself

In order for you to fault find effectively you'll require a degree of peace and quiet to be able to think clearly. If your client is panicking or there's too much going on around you try using the following strategies:

Reassure your client that their problem can and will be fixed as quickly as possible.

Speak calmly and firmly so they know you are in control of the situation.

LISTEN to what they have to say. This will also have a calming effect on them and show them you care.

Try to organise one point of contact so you're not constantly disturbed by various people popping their heads in to see how the repair is going.

Once you have your client under control you'll be able to get more useful information from them regarding the problem.

The whole point here is to try to create an environment which is as stress free as possible.

Paperbark Solutions, Robert Verstandig

Robert is a Senior Systems Engineer currently under contract with Curtin University in Perth, Western Australia. He has over 25 years of experience in the Avionics and IT industry and has supported a wide variety of technology. Robert is also the author of the book, Secrets of Troubleshooting Systems, which describes the ins and outs of fault diagnosis in complex systems.

Dealing with Technical Support - 10 Useful Tips

Most people who work in an office environment, buy computer products, or have a computer at home have had the “fun” experience of dealing with technical support. It’s not always the easiest, or most pleasant, experience but hopefully this article will help you make the best of the situation the next time you call. Below you will find a list of things to keep in mind the next time your computer breaks down.

1.Stay calm – Don’t yell at the support person on the other end of the phone. He is there only to help and the more angry you are the less help you are going to get.

2.Get to the point – Ask your question or explain your situation right away. Don't beat around the bush.

3.Don’t be arrogant – You are calling technical support because you need help. Don’t try and be a smart guy.

4.Call for yourself – Don’t call for a friend, relative, or coworker. It’s very difficult, for the person trying to help you, when you are repeating information that you got from someone else.

5.Stay at the computer – Make sure you are at the computer with the problem when you call. It’s hard for someone to help you through a problem if don’t have access to the computer.

6.Record the error – If you are calling about an error you saw, make sure you write it down. It’s hard for someone to help you if all you can say is “There was a box on my screen that had writing in it”.

7.Find out how many people are affected – The priority of your call can be greatly influenced by the amount of people it is affecting. If the problem is affecting a number of people it will probably be escalated to a higher level.

8.Be patient – By default, technical support usually has certain questions they are required to ask. These are not meant to make you angry, they help in the process of solving your problem.

9.Know what kind of support is offered – Ask around the office before calling to see what kind of support is offered. Not all technical support centers offer “How to” help. If your support group does not offer this type of support you may have to get a coworker to help.

10.*The Golden Rule*: Technical support is trying to help - The reason you called, in the first place, is because you needed help with something. Try not to make it difficult for the person on the other end to help you.

These tips aren’t just some random bunch of words I have put together. I am one of the people you get on the phone when you call technical support. I have been working in a Help Desk environment for almost two years and have heard almost every excuse, lie, and problem you can imagine. For me, it makes things much easier if the caller follows these simple rules. Technical support is made up of people too. Try and treat them as you would want to be treated and I guarantee your next experience will be much better.

Dennis d'Entremont is the operator of SaveLoad Video Game Directory and Computers-Made-Easy.com

The Benefits of Web-Based Help Desk Software

Web-based help desk software has become the most popular way to manage technical inquiries and issues. The ability to access your help desk from any PC in the world is a very convenient tool. These programs offer flexibility and accessibility that was unavailable in former product versions.

Like other help desk software products, web based products offer the ability for customers to create their own trouble tickets. Effectively managing trouble tickets can save your business both time and money. In some cases, having an informative F.A.Q. menu allows the customer to troubleshoot his or her problem without contacting the technical support department. Customers enjoy finding the answers to their problems quickly, without the traditional wait times.

Companies waste valuable resources when they do not effectively manage their customer issues. Web-based help desk software is much more productive than having multiple email addresses for customer messages. By offering a web based help desk, companies can manage their tickets by directing them to the appropriately trained personnel. Using this type of product can save thousands of dollars every month and prevent employees from becoming overworked and burnt out. Many companies also praise the flexibility of working with a web-based system. Customer and technical support can be managed from anywhere in the world. The web-based option overall is much more flexible than stationary help desk programs.

When researching your options for web based help desk software, please be aware that some companies may have hidden charges. Constant updates can become troublesome and costly – it is wise to know what updates are expected and how frequently prior to purchasing a software package. Some software providers require additional purchases of database software components, web-servers and/or middleware. Know exactly what you are buying and what the future expectations are to ensure your satisfaction with your software.

Help Desk Software Info provides detailed information on help desk software solutions, including IT help desk software, web-based help desk software, free help desk software, help desk tracking, help desk support software, and reviews of help desk software programs. Help Desk Software Info is the sister site of Recruiting Software Web

Customer Support Software - What Is The Customer To Do In Such A Case?

It is quite prominent in many organizations to have a well-established customer support. A customer support is very essential for the smooth functioning of an organization, especially when it comes to handling customer queries. It is obvious that when a customer buys and uses your product or service, there is a possibility that he will be confused relating to some aspect of the product or the service. This confusion may arise due to some simple problem or some technical problem that a customer is not familiar with. What is the customer to do in such a case? It's simply not possible for him to go the store to get his problem sorted out, especially if the customer has ordered the product or the service from a different country itself. This is exactly where a customer support software comes to use for a company.

A customer support software acts as a link between the company and the prospective or the existing customers in order to provide solutions in a fast and effective manner. Due to the competitive nature of the business, business owners are vying to grab the attention of the customers and the only way to achieve this is working on improving the customer relationship. If the customers are satisfied with your company's services, it simply means that you can be a part of the rat race and aim to be in the big leagues among the major players of business. The customer support software can be really convenient for the company because it uses the web as a platform and the trouble ticket system as well as an online helpdesk to tend to the customer's queries and solve their problems.

It is sad when you still see some businesses using the traditional way of interacting with the customers with the help of phone lines and fact that is even more surprising is that most of these companies put their customers on hold when they're amassed with continuous calls. This often results in the company losing out its valuable customers thereby affecting the business considerably. A customer support software is probably given the first priority by most businesses because unlike the traditional times, customers have started interacting online, which makes it important for the companies to adhere to the customers' online demands. The software uses both, the trouble ticket system and the helpdesk, which provides both, a friendly interface that the customers can interact with and concept of trouble ticket, which prioritizes the service requests of the customers and makes sure that the problem is solved within the set time. The best thing about the customer support software is that it also gives priority to the customer feedback as well as their suggestions that can be used by the company to improve its functioning.

If you need a powerful solution for your support make sure you check out the Premium Response Customer Support Software for more info.

The Importance Of Customer Support In Hosting

 

So why is customer support all that important in a hosting service? Simple! Imagine your self working hard on a site and you finally get a quite popular one with an impressive amount of daily visitors. Let's say it's a very popular forum. And all of a sudden system gets crash. So you have to come up with silly reasons to tell to the visitors, why is the site down and why can't they access their accounts. Most importantly you don't know if it's permanent or is it just some temporary down time. And believe me, by the experience that I have, when that happens you are in quite a pickle. All of that can be avoided if you have customer service. They will tell you what is wrong, when will the server be up again etc.

So how do I find a hosting service with customer service?

Well just search the web for a bit. Now a day almost every hosting website has that already in the cheapest hosting package. After all you wouldn't want to be stranded all alone in a situation like that. Because of such technological advancement and lots of researches, there are many sites and companies, which promise you everything. The customer service can even serve you like a critic. If the company doesn't provide it to all of the packages, than that means it's not a too good company, now is it? How can they host servers for people and sites if they can't even manage some customer service and support?

Usually sites with a lot of money and a big capital have such things installed because the consulting staff is not cheap at all, as a result to that we can conclude that companies with customer support care about their clients. The consulting staff is paid like normal workers, even more if they have good knowledge and that's how you know that you won't be left down. So what does it cost you to search the web for a new and better service with some consulting involved in it, having help when you need it and finding a good hosting company just for you?

But don't be fooled. All customer services aren't all that good. A quick response and resolution time of the crew is a must when talking about quality. When you talk to the staff they have to make you feel good, and can communicate fast, clear and without complications.

Still don't understand the benefits of the whole thing?

Think of it in this way. The Customer service is actually like a hand that guides you, so you can't actually make mistakes. The only mistake that you can do is at the very beginning. That is choosing a wrong hosting service or a free package, that doesn't include the support. So just don't be lazy and search for a better company, a company with pizzazz, a company WITH CUSTOMER SERVICE that won't let you down.

Abdul Vasi is a Marketing Expert specialized in Internet Marketing, His Bangalore Windows Hosting Company Web Hosting Bangalore provides you with reliable but affordable web hosting solution for your online business