Being a Technical Support representative is not an easy task. Having to converse with various types of clients and be able to resolve their technical issues while engaged in a call, is a fairly difficult process for many phone reps. However, there are certain traits that a person must have to be able to provide exceptional customer service. Although these traits are not mandatory, these are definitely ideal things to look for or have when hiring or applying as a call center agent.
The 3Ps
The 3Ps of a Technical Support Representative
• Patient
The main purpose why there are Customer Service Departments in every company is to provide assistance to the clients. This is usually being done over the phone. It is important for a Technical Support representative to practice patience in handling customer queries, especially in technical issues where people have little familiarity. In some instances where the caller probably has very limited knowledge about the product or service, that is the main reason why he/she is having problems. However, a good agent must always show patience when rendering customer service and must not be easily irritated if the customer has poor understanding of technical details because that is the reason why they are calling Tech Support in the first place.
• Positive
Responding to customer calls can be frustrating especially when the resolution of the issue or query is not yet identified but no matter how difficult the situation may become, an agent must always have the ability to control his/her attitude during a call. Positivity towards a customer can really be helpful in lightening up the mood in a heated moment. If the caller is already irritated, try to exude a positive vibe while assisting the person because if they sense that you are confident that you will be able to help them out, chances are they will be much easier to deal with.
• Polite
Politeness is a basic telephone etiquette that should be observed at all times. In customer service handling, this is essential to make the customer feel respected and also to make a professional impression on the caller. Sometimes, clients who have been waiting in the queue for a long time can be quite irritable already once you take their call, but experienced Tech Support agents are aware that they should be polite in every client conversation, whether providing support over the phone, remotely or on site, to strengthen client retention.
The 3Ps
The 3Ps of a Technical Support Representative
• Patient
The main purpose why there are Customer Service Departments in every company is to provide assistance to the clients. This is usually being done over the phone. It is important for a Technical Support representative to practice patience in handling customer queries, especially in technical issues where people have little familiarity. In some instances where the caller probably has very limited knowledge about the product or service, that is the main reason why he/she is having problems. However, a good agent must always show patience when rendering customer service and must not be easily irritated if the customer has poor understanding of technical details because that is the reason why they are calling Tech Support in the first place.
• Positive
Responding to customer calls can be frustrating especially when the resolution of the issue or query is not yet identified but no matter how difficult the situation may become, an agent must always have the ability to control his/her attitude during a call. Positivity towards a customer can really be helpful in lightening up the mood in a heated moment. If the caller is already irritated, try to exude a positive vibe while assisting the person because if they sense that you are confident that you will be able to help them out, chances are they will be much easier to deal with.
• Polite
Politeness is a basic telephone etiquette that should be observed at all times. In customer service handling, this is essential to make the customer feel respected and also to make a professional impression on the caller. Sometimes, clients who have been waiting in the queue for a long time can be quite irritable already once you take their call, but experienced Tech Support agents are aware that they should be polite in every client conversation, whether providing support over the phone, remotely or on site, to strengthen client retention.
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