Great Customer Service is a Two-Way Street

When most people think of great customer service experiences from a help desk, they think about the way they were treated by the engineer on the other end of the phone. As engineers, we have the privilege of being on both ends of the call on a regular basis; on the receiving end when we field calls from our clients and on the customer side when we engage vendor technical support.

The most important thing that we’ve learned is that when working with a technical support representative over the phone, they have the same goals we do – to get your problem solved. Keeping your cool and making small talk with them almost always guarantees a more pleasant experience for both parties. And in most cases, we’ve found that the technical support representative on the other end of the phone goes above and beyond our expectations to deliver that fantastic service that we strive to deliver to our clients. In some cases, those technicians even offer up tips to help in the future or shortcuts to get through to them easier.

Remember, it’s not often that people call into a help desk just to say hello and tell us what a great job we’re doing; most of the time, we spend our days putting out fires. Being a good customer is almost always a sure-fire way to make sure that the favor is returned.

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