Customer-Centric Technical Support: Putting the Customer First

When it comes to addressing the technical issues of the day in our society today, getting to know the people is the key to resolving them. As you get to know the people, you understand what their level of understanding is when it comes to the technology they use and what their day (or week) consists of in terms of availability. Doing this allows a customer to feel comfortable enough to allow someone to resolve their issue and allows them to give the necessary time available for the problem to be worked on.

As with any technical issue, there's always a chance that the problem will take additional time to resolve. Working with the customer to explain the additional steps and how much additional time is needed also will is key here. Remember, everyone has their own schedule and time has to be made for technical issues to be resolved. When creating a log of the issue, always note the discussion between you and the customer and also what steps you took.

Understanding the customer enhances the technical support experience for both the person resolving the issue and the customer themselves.