IT companies spend a lot to come out with a product or a service that eases the pain of other companies by helping them do their job faster and better. The problem occurs when the same IT companies take the technical support representative casual, ignoring the fact that these are the ones who are directly in touch with your present or prospective clients.
Why tech reps are important?
Business stands on the firm foundation of trustworthy and efficient employees. In case of the businesses that run on IT products, they have to rely on tech reps for everyday interaction with the customers. These employees guide users, instruct for best use of the product, handle customer query / complaints, get feedbacks, etc.
All these help customer to come closer to (or walk away from) the company, depending upon how well (or bad) they felt they are treated while talking to the tech support representatives. The brand image gets formed with such an interaction. If anything goes wrong at this point, it affects the brand perception.
Maximize the returns through tech reps
Achieve this through-
1. Training
Training is an important part of this job. The better is the guidance, greater would be the performance. Training could be given on several fronts, like customer management, communication, product, reporting, up-selling, cross-selling, etc.
2. Appreciation
Who doesn’t love getting appreciated for the task he has exceptionally accomplished? The obvious answer should encourage business owners to inculcate the feeling of trust in the tech reps so that they work hard for themselves and consequently for the sake of the business.
3. Recognition
The third step in the cycle of getting the best performance is recognition. If the hard work gets recognized, it leads to more hard work as a result of better attention span.
You know what you need to do with your technical staff now; implement it for your own (business’s) success. And is all that seems too much to handle, the best alternative is to outsource your tech support services.
Author: R Smith
https://plus.google.com/u/0/112387478481756612014/posts
Author: R Smith
https://plus.google.com/u/0/112387478481756612014/posts
Thanks Click4support for telling us about how to use technical support in best possible manner, this is really very helpful to us for using tech support easily.
ReplyDeleteThis article precisely describe the culture that should be followed in any company to build the most important factor, reputation in front of its customers. For this, quite useful points are mentioned here.
ReplyDeleteThis information is quite effective for all tech support users for using technical support in best possible manner. Thanks for described this very nicely.
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