Users are not Idiots
I touched on this topic before yet, I’ve been thinking about it again, so here are some additional thoughts.
Everyone knows about the stereotypical IT person. They sit in the server room, growling at anyone who approaches them and think that all users are idiots. I really hate that stereotype. Although everyone (myself included) has bad days, and may be grumpy at times, nobody wants to deal with someone like that on a daily basis. I’ve been thinking lately about how I can improve my customer service skills, and how things I can do to make my services more available for my customers. Here are some of my thoughts on various matters.
First – what other industry calls their customers “users”? I even did it in that other post. In other to be really effective at your job, you have to be able to relate to your customers in a way that provides them with excellent service, solves their problem, but doesn’t leave them feeling stupid after an interaction with you. Make sure you play out the entire scenario in your head before even contacting the user. Even if you know the solution right away, don’t just walk up, type a few things and leave. Spend time with them, and let them know what you did.
Next, always let your customer vent. They are most likely frustrated – this doesn’t mean they are frustrated with you, but at their computer/phone/piece of software, so don’t take it personally. Again, even if you know immediately what the problem is, don’t just fix it and leave. Take a few minutes out of your day to spend with your customer to let them vent – get their frustrations off their chest. Not only will you solve their problem, they will feel better, and you will gain some valuable insight into they way your customers think which will help you better do your job.
Finally, keep your composure. You may know without a doubt that the sky is falling, but do not under any circumstance convey that to your customer. Keep your cool and solve the problem. If they see you get upset, they are only going to get more upset. Keep calm, and keep them calm. It will make the entire situation better for everyone. They greatest challenge is to be able to stay calm, and calm them down without coming across as arrogant. Again, don’t make them feel stupid for being alarmed – just be confident for them and let them know that you can fix their problem and that everything will be ok. Again, they are not the enemy!
Just remember:
Above all, just be nice! Your co-workers will appreciate you for it!
