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?
2 Comments
Great Post Phil!
I’m a one stop IT shop for my company. If it runs on electricity, or might be kind of like a computer, I get called.
My one tip is to give plenty of heads up about requirements. The IT staff has many things going on, and if you can give them a weeks notice, rather than 1 days notice, then you’ll probably have a better chance of getting something when you need it.
My favorite users are the ones who give me plenty of notice, and then maybe a reminder when the time approaches.
Mike,
That’s a very, very good point. Depending on the task/project notice can be extended even longer. The more notice the better for sure. I’ll edit that point. Thanks!