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.