IT professionals, contrary to popular belief are wired for customer service. In fact, Creating innovative solutions and solving problems is a driving factor for why we do what we do.
When technical personnel are approached to solve a technical issue we need clear information in order to most effectively help the person making the request. Some simple steps will expedite your request resulting in better customer service back to you.
1. Be specific as possible. Vague information leaves open questions that require follow-up.
- Site the specific URL or file location when applicable
- Make note of when the problem occurs and how repeatedly
- Any other information such as browser version, specific program or process related to the issue.
2. Put it in writing.
- Submit every request through appropriate channels whether a work request or email.
- Follow-up conversations with a request.
3. Plan ahead or allow for process time.
- Response to issues can take time. Expect a routine delay of one to three days for requests as they are funnelled into the cue.
- If it is a major issue plan ahead to reduce last minute crisis when possible.
These few guidelines will result in more efficient service in getting your issues resolved more promptly. To my IT support friends, are there other suggestions you would add?