Issue link: https://digital.copcomm.com/i/546222
July 20 - August 10, 2015 6 Working World l WorkingWorld.com FEATURED ARTICLE by Don Crawley W hen working with end users, customers, and technical support staff, often the most common feedback received relates to how much a support person cares or doesn't care. The simple act of caring about our fellow human beings is the starting point for providing great customer service. When you truly care about your brothers and sisters, your words and actions show it and the rest of your customer service skills just fall in place naturally. Perhaps you've seen or heard research studies on customer behavior indicating that large percentages of customers—sometimes as high as 68%—are lost due to perceived indifference. In a busy IT department, it's easy to forget that providing excellent service involves more than just fixing the problem. Highly competent IT departments can still run into performance problems unrelated to technical issues, but instead related to their inability to deal effectively with people. Sometimes, the problem rests with just one or two individuals. Other times, it's systemic within the entire department. Sometimes, the problems are not even related to actual performance, but perceived performance. End user perceptions of IT performance can be jaded by IT staff members who—although technically competent— appear not to care about the end user. Outstanding customer service includes making end users and customers feel good about their interactions by quickly creating a basic human bond. So, here are eight ways to show you care: 1. BE ON TIME Be respectful of the end user's time by getting right to work on his or her issue. There are no good reasons for being late, only excuses. We're not late because the traffic was bad or the drawbridge was up, we're late because we didn't leave early enough. 2. BE POLITE Remember the manners your parents taught you when you were little. Say please and thank you, say you're sorry when you make a mistake (oh, and make it real, not just a half-hearted "sorry 'bout that"). Similarly, the correct response when someone thanks you is "you're welcome" or "my pleasure". Do NOT say "no problem". Of course it's no problem, it's your job! 3. DRESS PROFESSIONALLY Of course, different styles are appropriate for different environments. What is appropriate in a conservative law office would be inappropriate in a startup game development firm. Still, if you want people to respect you, dress like you deserve their respect and realize that's a way of showing your respect for others. To get an idea of what is appropriate for your office, look at how your boss dresses. Some wardrobe consultants recommend dressing for the job you'd like to have. 4. CARRY YOURSELF WITH CONFIDENCE Even if you don't feel confident, act confident. Look people in the eye and smile. Stand straight, walk with purpose. When you carry yourself with confidence and project an air of confidence, your end users feel cared for. Think about how you feel with different health care providers; a doctor who shuffles into the examining room and who doesn't look you in the eye, doesn't inspire much confidence at all. The physician who comes into the examining room, introduces herself, smiles, looks you in the eye, and shakes your hand starts the relationship on a positive note and inspires a feeling of Eight Simple Ways to Show You Care as an IT Professional The simple act of caring about our fellow human beings is the starting point for providing great customer service. When you truly care about your brothers and sisters, your words and actions show it and the rest of your customer service skills just fall in place naturally