PCWorld: Understanding Your Tech Support Provider
The article advises tech support providers on how to manage the customer and end user relationship, but also provides insight into what good tech support looks like.
“There are two types of tech support professionals. There’s the one who, responding to a call for help, brusquely shoves the individual aside, fixes the issue, then leaves without saying a word. Or there’s the type who takes time and understands that computers are something the client simply doesn’t get.
If you’re new to tech support work–even just for friends and family–you’ll probably start out as the latter but turn into the former after just a few weeks. However, here are some tips for avoiding conflict and perhaps being a little more human when dealing with problems.”