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a blog by Don R. Crawley

Keynote Speaker on
IT Customer Service and Compassion

Bringing humanity into the world of technology

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Customer experience is a vital part of building a strong client base. A great experience will strengthen customer loyalty and satisfaction. It also has the potential to increase word of mouth sales, referrals, and positive reviews.

One way to strengthen your company’s customer experience is by training your employees on your company’s processes, values, and organizational structures. When every person who works for your business understands how their department works with and alongside each other, they will understand how their interactions with customers can impact your entire company. 

Here are 3 Reasons Customer Service Training a Worthwhile Investment for IT 

1. Customer Service Training Highlights Your Organizational Structure

Customers rarely (if ever) contact IT support to say everything is running smoothly. It’s not pleasant to hear an angry voice on the other side of the phone day after day. However, this phone call may be the only communication a customer has with your company.  

The right conversation with a customer has the potential to build trust and extend the relationship for the entire company. By setting the right tone IT support can assure a client they get the help they need. 

Many times, a different department is better equipped to handle a customer request for help. Excellent IT customer service training will review your company’s organizational structure and outline which departments should respond to each customer’s call. 

2. IT Customer Service Training Sharpens Productivity

There are many variables to consider when it comes to productivity. The size of your IT department, workload they carry, and the average number of calls that come in can lead to significant delays on projects.

Even in larger organizations with dedicated IT call centers opportunities to streamline productivity still exist. By reviewing the problem-solving steps to ensure that every customer receives the same care and that the process is the most effective choice your department will ensure that customers are spending as little time on the phone as possible. 

3. IT Customer Service Training Identifies Communication Gaps

IT training will uncover many different possible communication gaps.

Possibility gaps exist between:

  • Within the IT Department
  • Company departments
  • IT professionals and customers

We’ve already highlighted the benefits of streamlining communicating with customers. The best way to make sure that all IT professionals are on the same page is to ensure that all staff members understand and use the fundamental techniques of interpersonal communication, whether in written or verbal communication.

Communication gaps between company departments are minimized or eliminated when everyone has a clear understanding of their departmental responsibilities.

IT Professionals are experts in complex systems. They speak a unique language and work with programs specific to their profession. It is easy to forget where basic knowledge ends and jargon begins. Most end-users and other customers hate jargon.

The largest area where communication gaps often occur is when IT professionals need to explain problems concisely to people without technical knowledge. Streamlining responses to customer’s problems will work with the most frequent calls, however, there will always be new issues that develop. The key is to provide accurate and concise information in an easily understood format.

Your IT department is likely to interact with your customers after they purchase products if an issue arises. Extending the customer relationship after the product purchase is important and is best accomplished with great customer experience. When you invest in IT customer service training you will strengthen your company and your bottom line.

IT Customer Service Training


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