Calling tech support is often an extremely frustrating ordeal for most people. Over the years, many of the adjectives I've heard others used to describe the tech on the line consists of
And then there are the few words that I will refrain from including in this list. It is an unfortunate reality of the tech industry. There is often a disconnect between the user and the tech. Too often we see those in the field using jargon to explain to a client where the problem lies when the client just wants everything back to normal and for business to continue uninterrupted. It's all about the way people think. Most individuals in the technology field are very logical, straight to the fact thinkers. Because they spend most of their time tinkering with machines and electronics, the daily interaction with people becomes much less important - that is not the job they do. However, there is a difference between techs; between being just a tech and being an excellent tech. That difference is the ability to have successful and meaningful human interaction; empathy and understanding for what the customer is experiencing - validating and understanding their feelings; understanding their melt-downs; acknowledging that when they are unable to work, it IS a bid deal for them.
Customer service is a major component in being a good technician. A huge portion of certification even focuses on customer service and understanding the customer's experience. So why is this blog even mentioning psychology? Well, in order to be an excellent technician you need to be part psychologist. You need to understand your customer, put them at ease, and ensure them that everything will be OK and that you are there to help. One of the things that our company focuses on is knowing each individual client and their personalities. We understand that it is not a "One Size Fits All" Some clients want all of the details of what you are doing, while some clients just want you to "Make it work and send me the bill" Some fit right in the middle. The important thing is to take the time to know each individual and build a relationship with each of them to where you know each personality and how they work best.