In practice this means doing everything possible to ensure the customer is completely aware of what you’re doing and why, at the main points of your tech support process. Insecurity is understandable – when you don’t have the experience, knowledge, or insight but know that someone else has made changes on your device, all kinds of worries can form.Īnd your transparency can be the key to removing their insecurity! They may only return to their device once you’ve left – not knowing for certain if the issue has been resolved, or what actions were taken. Opening system programs they’ve never seen before, or taking actions they aren’t familiar with can lead to a sense of confusion.Īnd often the customer needs to get on with something else, leaving you alone to continue working on their machine.
In most cases, the customer doesn’t have the knowledge to completely understand everything you do.
The key to why something as simple as a note can have a big impact, is because of the importance of transparency in building a relationship of mutual trust between you and the customer. Transparency is the Key to a Great Tech Support Relationship It might seem simple, but by leaving a Remote Sticky Note you can help ensure customers feel good about the tech support they receive.
As well as direct interaction with the customer’s property and software environment. Quite often, during tech support you’ll have access to the customer’s sensitive information. In any business, forming and nurturing customer relationships is incredibly important.Īs you’ll likely already know - this is especially true in the relationship between an IT worker and the people they help. Want to build stronger, more personal customer relationships with the people you provide tech support to? With TeamViewer 12 you can leave Remote Sticky Notes to keep customers in the loop about what’s happening with their device.
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