Providing high-tech customer support


Hildrum, N. W. 1994. Providing high-tech customer support . . .
the good, the bad, and the ugly.   Pages 438-446 in Proceedings of
the GIS/LIS '94 annual conference and exposition, Phoenix,
Arizona, October 25-27, 1994.  Reprinted by the National
Biological Survey, Environmental Management Technical Center,
Onalaska, Wisconsin, December 1994.  LTRMP 94-R013.  9 pp.  (NTIS
#PB95-176426)


ABSTRACT

Consistent, friendly, and professional customer service is not
only a reasonable expectation but an absolute requirement if
contemporary information systems support organizations are to
accomplish assigned missions.  Most automation support offices are
comprised of a multi- disciplinary array of professionals who, for
the most part, have a common goal:  to do the best job possible
(the good).  Lack of understanding of customer needs, poor
communication, or sloppy interpersonal skills by automation
support professionals can result in the perception that such is
not the case (the bad).  In some cases, individuals providing
customer service are highly enamored of their own position and/or
responsibilities and may give the impression that the customer's
problem is nothing more than an undesirable interruption of their
own agenda (the ugly).  Sometimes, customers are excessively
demanding, difficult to work with, and have a differing
perspective of what is reasonable or even possible.  Consequently,
automation professionals must understand customer service concepts
and be prepared to employ a wide range of strategies when
responding to situations like these:  I like it!  Give me more,
more, more! or I needed it yesterday--that's why I'm telling you
about it today or My equipment doesn't do the job.  It's your
fault--you gave me what I asked for and not what I really needed
or I can fix this malfunction myself; no need to get them
involved.  After all, I subscribe to UNIX Monthly!

The importance of providing truly responsive high-tech customer
support by helping all customers in a consistent, friendly, and
professional manner cannot be overstressed.  The clear goal should
be to provide service, advice, and guidance (the good) not empty
promises (the bad), rules, and roadblocks (the ugly).  However,
customers also have certain responsibilities to ensure timely and
efficient support.  These responsibilities include using common
courtesy, open communication, and advance planning.


KEYWORDS

customer service, computer technology, software, information
management, hardware