Computer Support Etiquette Tips: How to Handle Customers with Care

computer support call center

Online computer support is needed almost everywhere these days. So, it is not hard to imagine that the number of online customer support representatives at present is higher than it ever was before.

Even though most reputed organizations teach their support staffs how to handle customers nicely, still many support representatives forget to follow the basic etiquettes. And that is a terrible thing.
When it comes to providing online computer support for anything, a support representatives should follow these basic etiquette manners at the very least:

Attempting to be personal

Nobody likes to feel like he or she does not even matter. It is important to try to be a bit personal when interacting with customers, even when via a computer. Especially, that can make a huge difference when the customer is angry about something. Doing very small things like addressing the customer with his or her name, exchanging ‘Hello’s and ‘Good Night’s, being a bit casual, etc. can go a long way. Sometimes, an organization may strictly instruct its customer representatives to maintain an air of formality at all times, but as long as that is not the case, coming across as somewhat informal and laid back is never a bad thing.

Providing thorough answers

It is painful to deal with a computer support representatives who do not even want to try to help genuinely. Sometimes, a support person may simply answer to a query by linking to a page or provide a very short answer. That is not a very bad thing in itself on certain occasions; however, relying on such practices should be the last resort for any sincere customer support representative. When people contact a IT support team, they want to be helped. So the first thing an executive should pay attention to is whether he or she is genuinely trying to help or not. When a computer support person treats his or her job just as a job and nothing more, or when he or she is in the business just for the money and does not care about the issues of the customers very much, customers can feel that.

Getting back quickly

Keeping a customer on hold for minutes is not the way to go. Sometimes, a single support representative may be asked to handle multiple customers at the same time, and if that is the case, attending to every customer quickly can be a challenge for the person. Still, one has to try.

4 Sneaky Ways Technology Use Can Decrease Your Credibility in Office

busy office

Keeping your mobile phone in silence, avoiding social network use, staying away from personal interactions, not using internet for fun etc. are some of the very basic office tech etiquettes, and almost everyone is aware of those. But not everything is so loud and clear.

There are certain office etiquettes associated with technology use which are not so obvious, and those sneaky etiquettes can quickly decrease your credibility when violated. So make sure that you are not guilty of doing any of the following:

1. Unplugging someone else’s device without asking for permission

It can be quite tempting to unplug someone else’s device when your own phone is showing low battery, but resist that temptation. It is a very bad habit to unplug someone else’s device without taking permission. If you must charge your phone or tablet, first ask the owner’s permission politely before unplugging the device.

2. Putting the headphones on and never taking them off

Many of us like to work with our headphones on, especially when we are inside the office. And honestly, those things are great for keeping distractions away. So it is totally cool if you use headphones at work. But, at the same time, make sure that you avoid keeping it on when you leave your desk. Also, be careful to avoid using your headphones when you are expected not to do that for whatever reason.

3. Using tablets or mobiles to keep track of important stuff

This one is very sneaky actually. You may feel like you are being perceived as an attentive fellow when you keep taking notes on your iPad or mobile after every few minutes during an important meeting, but others may not think the same way. More often than not, use of tablets and mobiles is regarded as informal behavior in an office environment. So even when you may be taking notes, people around you may think that you are actually updating your status, or playing a game.

4. Touching screens to make a point

Do you find yourself touching your colleagues’ laptop or desktop screen when making a point or discussing something? Well if you do, what is the harm – you may think! The problem is, sometimes, your finger marks can get imprinted on the screen, and that can annoy your colleagues. You will be surprised how many people absolutely dislike having fingerprint marks on their laptop or desktop screen.

Taking Calls in Public: 5 Etiquette Rules You Must Never Violate

using cell phone

If you even remotely care about having good manners, then taking a call in public should be a big ‘NO’ in your dairy. But what do you do if you are in a conversation with someone or in a public place, and you absolutely have to take an incoming call?

Well, you closely adhere to the following rules:

1. Keep distance from others

The first thing you need to do is ask permission and excuse yourself. Having done that, make sure to move a bit away from other people in your vicinity. A good distance is anything that does not force others to listen to your conversation. Usually, 3 or 4 meters is good.

2. Talk in a low voice

Most people talk extra loud when they talk in a cell phone. Truth is, there is no reason to yell. In most cases, the other person will hear you just fine even if you talk in a low volume. The people around you do not want to listen to your conversation, so forcing them to do that by yelling will only annoy and irritate them.

3. Keep your emotions in control

It is true that sometimes situations and events move us emotionally, whether that be in a positive or a negative way, but public phone conversations are not for expressing your emotions. So be aware of what you are doing, and avoid showing emotions like annoyance, anger and other strong feelings over a phone conversation in public. Even when a situation asks for it, try to keep your emotions in check, and resist the urge to converse in an emotionally charged way to the best of your ability.

4. Be easy on the abuses

Many people do not realize that when they use abusive or inappropriate language over a phone conversation, others around him or her can easily hear whatever is being said. Inappropriate language use in public will almost always leave a bad impression on others, and that is not a very good thing.

5. Keep it as short as possible

Most calls are not extremely urgent, and do not demand hour long conversations. So it is best to tell the other person that you will call him or her back after an hour or two. Once you say that, just disconnect the call and go about your business as usual. In majority of instances, talking for just 30 seconds or less is more than enough.

Email Etiquette in Business: Top 6 Mistakes to Avoid

business email etiquette

When we think emails, most of us assume something that is non-serious and very casual. However, carrying such an attitude can hurt you, rather than help you, in business settings. When it comes to work, it is best to not be too informal, even when you know that you can get away with a casual approach.

Here are 6 business email mistakes you need to avoid making at all costs:

1. Sending emails with confusing or dull subject lines

Even though most of us want to be a bit too clever when it comes to writing the subject line, simplicity is the best policy. Write the subject in such a way that it lets the reader know immediately what the mail is about. Subjects such as ‘Question regarding your presentation’, ‘Additional information concerning Tuesday’s meeting’ etc. work best. Also, never ever send a mail that has no subject.

2. Trying to be funny

As much as we all love a good laugh, email is not the place to make jokes, especially when it comes to business. Without the correct tone of voice and the right facial expression, most jokes are useless and misleading anyway. So, there is always the danger of a joke being misread as an offending remark. Hence, avoid jokes.

3. Crossing the line by being too informal

When you address someone, it is best to use a salutation that is tried and tested; for example, ‘Hi’ or ‘Hello’. Yes, ‘Yo’ looks cool, and ‘Hey’ gives the impression that you have been friends for the longest time; but those are not the right salutations to use when doing business. Also, avoid using nicknames unless you are absolutely certain that the recipient prefers his or her nickname to the first name.

4. Discussing things that demand personal interaction

Email is not really a medium to discuss matters that are tremendously important or somewhat confidential. If something is too important, then email is not the right medium for it.

5. Sending mails overflowing with emotions

Make it a point to rarely use exclamations and emoticons. Too much use of those and your mail looks like a teenager whining over the internet. You do not want that.

6. Accidently sending a half-finished message

Most of us have been guilty of sending a half-finished email at some point in our lives. To avoid repeating that mistake, put the recipient’s email address only after you are absolutely certain that the email is complete. Proofread your message, check for errors, see if it carries the right idea, and only then put the recipient’s ID and hit ‘Send’.

Digital Age Etiquette with Evan Selinger at TED Talks

Through small, everyday gestures, etiquette refines social life, giving us a shared sense of the importance of others. Evan discusses how information and communication technology impacts etiquette. He offers suggestions for conscientiously navigating common situations that leave us confused about whether to embrace new practices or cling to old standards.