Technical support for equipment and supplies purchased is one of the most important services we provide at Coastal Business Supplies, Inc. Given this fact, I began thinking about how customers feel when they are ‘passed/transferred’ to our Technical Support Team. We are very fortunate to have a wonderful Technical Support Team, but for many companies, they have lost sight of their service commitment to customers. Even in our relatively small industry, technical support or assistance after the purchase can be lacking.
As a customer your approach in requesting technical support can make a big difference for all involved. Let’s say you are the customer and cannot get a piece of equipment to work correctly. You may have talked to other people or companies involved and had a bad experience due to the representative not meeting your needs. Maybe you are up against a tight deadline. All these situations can lead to feelings of anger or frustration. So, let’s cover a few issues that I think will help all involved to make your experience with Technical Support positive and reduce the negative feelings that naturally occur when a product does not operate as planned.
1) Does the product really work? – At times you might run up against a product that just doesn’t seem to be working for what you are trying to accomplish. Occasionally, you can even have a product that does work most of the time, but somehow you got a lemon. Even if that is the case, when working with Technical Support you have to give the product the benefit of the doubt. Most companies would not be selling the product if it did not work, and part of Technical Supports job is to make sure it does operate correctly. Technical Support is typically involved in product testing before the merchandise is even sold. You also have to realize that the product is most likely being used by others for similar project without issue, so again, give the product the benefit of the doubt. You made the purchase decision so let Technical Support help you make that product benefit your business.
2) I have to get the job done so I need help now – Technical Support fully understands your urgency and they really do want to assist you in every way possible to resolve the issue in a timely manner. Our knowledgeable Technical Support team is made up of people who possess a background in design. They have used most of the products extensively and will do what they can do to help a customer. But when this team is rushed or pushed they may not be able to do their best work for the customer. Think about it this way, who are you more willing to bend over backwards for? Someone who is kind and deserving or someone who is telling you that you are and idiot and screaming at you. I’m amazed at how hard our Technical Support team works to solve customers’ issues, even when the person on the other end does not always make them feel very good. Again we are all human, so it’s only natural to help people more that they feel deserved to be helped. Many jobs do have a tight deadline, but when you calm down back away from the emotion for a second, there is normally a way to move forward. You do not want to deliver a finished piece that is not up to your standards, so slow down and take the necessary time to get it right from the help of the Technical Support team.
3) I know what I am doing, why are they talking to me like I’m and idiot? – They really are not talking to you like you are an idiot. They value and respect the relationship the company has with you, but since they are not physically doing the work themselves, they must start at the very beginning and work through the basics to make sure a small step was not missed. It has nothing to do with your ability; it has to do with the fact that it is the only way to fully determine what is causing your issue. It is best to work with the Technical Support representative and give them as many details as possible, as well as try to answer the questions asked of you, which will result in a more timely and productive call to resolve your issue. You may even try to write down the steps you have tried in detail and share those with the support person. Better yet, why not share some photos or a video on the issues with the Technical Support Representative so they can give you the best answer to solve your issue.
Armed with that knowledge, I hope you can find that Technical Support is truly your friend and partner in your business venture. Mostly, that working with the right company is just as important as getting a good price and good product. In the end, the entire experience can and should be a win/win situation. At Coastal Business Supplies Inc. we continue to follow our motto of ‘To the extent we serve we succeed.’
What are some of your best and worst Technical Support experiences? What did you learn from those experiences?
