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a blog by Don R. Crawley

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IT Customer Service and Compassion

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Have you ever asked for tech support, received a response which didn’t solve your problem, and then heard nothing else from the tech support person? Maybe a tech support person came to your desk to fix an issue, but two days later the issue hadn’t gone away. The tech support person didn’t confirm resolution before ending the support session.

Always Confirm Resolution

Regardless of how we provide service, one of the most overlooked aspects of customer service is that of confirming problem resolution. It’s common for tech support staff to provide solutions, but not to confirm resolution. Still, one of the most common complaints from end users and other customers is that we close service tickets without confirming that the problem is resolved. Customers get frustrated and find sub-standard workarounds on their own instead of letting us know that the problem wasn’t resolved. Worse, they become our detractors behind our backs in hall conferences and break rooms, complaining about us and our department.

I understand that everyone is really busy and that everyone is being asked to do more with less.  I understand that, under some circumstances, it may not always be realistic to confirm resolution, but if customer service is important to you, if you want to delight your customers, confirm resolution before ending the site visit, terminating the call, or closing the ticket. A simple question such as “Does that solve the problem?” is all it takes. Of course, sometimes a problem can’t be resolved in one call or visit. In those cases, instead of confirming resolution, confirm next steps. Let your customer know what’s going to happen next, if anything is required of them, and what they should expect from you.

Do you want to deliver outstanding customer service? You can avoid one of the most common complaints from end users and other customers by confirming resolution before closing tickets. Make sure you actually have solved the problem to your customer’s satisfaction. Wouldn’t you want the same thing if you were on the receiving end of a customer support session? Oh, and if you want to really blow their minds (in a good way), check back with them a few days later to see how things are going.

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Sign up for my free IT customer service training by email, The 5 Principles of IT Customer Service Success. The course includes the free version of my new IT customer service book The 5 Principles of IT Customer Service Success and eight free customer service lessons by email.

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