Providing High-Tech Customer Support: The Good, the Bad and the Ugly

摘要

Consistent, friendly, and professional customer service is not only a reasonable expectation but an absolute requirement if contemporary information systems support organizations are to accomplish assigned missions. Most automation support offices are comprised of a multi-disciplinary array of professionals who, for the most part, have a common goal: to do the best job possible (the good). Lack of understanding of customer needs, poor communication, or sloppy interpersonal skills by automation support professionals can result in the perception that such is not the case (the bad). In some cases, individuals providing customer service are highly enamored of their own position and/or responsibilities and may give the impression that the customer's problem is nothing more than an undesirable interruption of their own agenda (the ugly). The importance of providing truly responsive high-tech customer support by helping all customers in a consistent, friendly, and professional manner cannot be overstressed. The clear goal should be to provide service, advice, and guidance (the good) not empty promises (the bad), rules, and roadblocks (the ugly). However, customers also have certain responsibilities to ensure timely and efficient support. These responsibilities include using common courtesy, open communication, and advance planning.