Customer is our god. How to provide great IT Service to our customer?
Here is the method from ITLine solutions:
From an IT client service perspective, I’m referring to communicating with your client in a way that he/she will understand it. Most business people are not interested in hearing about the technical nuts and bolts. Generally speaking, when talking with non-technical people, think benefits not features, deadlines not details, budget not bitmaps.
Knowing the products/services being supported
Understanding the products and services is key to your ability to be of value to your clients. After all, if you can’t perform the needed tasks, then you can’t solve the client’s problems. As an example, say that you were having a problem replying to email on your cell phone and call your phone provider for help. They empathize with your issue, communicate clearly with you on the phone, are pleasant and are courteous during the call, but have no clue how to solve your problem. When the conversation ends, all they did was waste your time because your problem is still unsolved.
Being a good listener
Please know that I’m not saying you should be a great shoulder to cry on. By being a good listener, I’m referring to not trying to solve the problem before you truly understand the issue. You should make the time and effort to truly listen to your client’s issue and needs before acting or providing advice. As said by John Maxwell, “People don’t care how much you know until they know how much you care.”
As the expression goes, “Chivalry is not dead.” The use of standard words, like “please” and “thank you”, may feel unnecessary, but at the end of the day, people are people. Courteous actions are a show of respect, humbleness and appreciation. These attributes can go a long way when trying to maximize client satisfaction.
Provide proper follow up
A quick call to a client after the service has been provided is a great way to assure the work met the client’s expectations. If you did, you’ll get extra credit for checking in with them. If you didn’t meet his/her expectations, it gives you a second chance to meet his/her needs.
Properly record your activities
Properly recording your activities allows your work to be recognized, measured, and reported to your manager, clients and others. This information, in turn, becomes a chronicle of your great work, which can be of significant value at employee performance review time.