Six Ways to Bridge The Nerd Gap - Part 3
Posted by Guest Author on Tue, Jan 10, 2012 @ 10:46 AM
In the first two parts of this three-part blog, we've explored ways to help your nerd help you solve your outsource IT dilemmas. This includes: providing detailed information, symptom descriptions, what you did prior to the problem's ooccurance, what changed, and paying attention to IT correspondence. Today, we will wrap up our tips for helping your nerd.
6. Patience
I just double checked our technical support manual. While much of that information is confidential, I promise there’s no procedure for torturing users. The reason it takes so long to fix things is because it’s a process. Nerds are professional problem solvers, but all problems go through the same rigors of documentation, trial and error, communication, research, and many other things. We want to get your problems solved as quickly as possible, just like you do. Most problems are solved within half an hour. Some problems take a lot longer, even weeks. This is normal, and it’s still faster than your doctor. If ever there were one thing that IT workers wish users gave us more of, it would be patience. Our processes will always eventually get us to a solution.
In Conclusion
Make no mistake. It’s still our job to deliver high quality customer service to you, the user. However, if you can tell us who you are, what exactly happened, how it happened, and what happened leading up to it, we’re going to get your problem solved much faster than having to guess. And if you show patience, poise, and understanding of our process, you might just become my new best friend.
ARHD employs only the finest nerds. For more information, visit www.arhd.com.
Contributed by Scott Stover, Help Desk Analyst