The three languages IT: Customer Service for IT Professionals

The three languages EN

In the field of IT, we are forced to make a line between technical problem-solver and customer service agents on foot. This IT professionals are forced to speak several languages. In fact, I'm not sure that we are all too aware of the fact that we speak different languages. Those of us who is known to all of our languages do not always speak very well. You can easily speak acronym-riddled techno-talk, but sometimes we lack the ability totranslate into lay-speak.

The lack of clear communication leads to poor customer service understandable. So we need to communicate an effective means to our end users, customers and clients. We do not want to act like the techy-isms IT staff puke condescending paternalistic elite but on the other hand, do not underestimate the user of the computer knowledge to lead our offense, can. So to get a feel for our level "clients" of the computing is donedefinitely a good idea.

The first of hateful language EN

Our first language is used to define and communicate the heart of what we do and how we do it. That 's what all the abbreviations. Standards, protocols and services that will allow us to communicate electronically. They allow us to offer technological solutions to solve business problems and improve processes. They are also the things that have our stereotype of the "IT guy" created. Note thatSaturday night Live bit with Jennifer Aniston and Jimmy Fallon? "Move!" * (See the link below if you do not remember.)

Missed the second language of IT

Often we do not know what language you use when analyzing a problem to write the design of a database or a script. Suppose you are trying to solve a simple communication network between the computer of an employee issue, and a network of suppliers. The employee in question is that the installation of theirSuper Smiley Depot application that caused the problem. Smiley Maker conclude their skin quickly and begin the collection of data including IP address and tracert. Our IT human brain processes this data, they have collected, like a computer. We can not even notice, but our relationship to "think a lot of" X-Y-Z system tries to talk server and router-no to leave. "We have humanized the logic behind the question. This makes it easier to follow for the people of non-humanProcesses and systems.

Suppose we have solved the problem and the user wants to know what caused it. We do not need to have that "deer in the headlights" look in our eyes. We can use the humanized version of our tech-speak. This is our second language. Remember how the client computer is "talking" on the server and the router, have shut the hell up "?

People appreciate a concise non-technical explanation may even find that funny. They are not usuallyimpressed when we vomit tech acronyms and jargon. We can use our IP address and tracert forgotten. You want to understand, and we are ready to explain it in simple terms.

"Your Handy-Dandy super-nice-and-Smiley Inserter program is not the cause of the problem. The problem is caused by a server provider router is not that let your computer talk to her. I will call the provider to see if you have a problem. "

While the user can understandsolution of the problem and can not be critical to business processes, is still in good shape to give them a quick update and simply answer any questions you may have. It promotes a positive image of the IT department - Brownie Points or very little effort. Our customers, employees and customers are increasingly impressed with the good communication and customer service that they know how quickly we were able to solve a problem or implementing a new technology.

The third language ForbiddenIT

While we manage, and to "humanize our computer's easier, of course our people anthropomorphize too. It is not alone. Government and corporate culture do a good job on removing the personal aspects of people. For the Government of the Member a U.S. social security number. Similarly, employees in large companies are identified by their number of employees by the Department of Human Resources. In the IT industry, someone who is not a member of IT, IT applicationsequipment supported is a user or an end user. I used those words many times in this letter. Our third language is a "user" as senseless as a server or client.

We must remember that there are daily connections with people. Much of the leadership of our service "user" friendly to meet our experience in speaking a second language. IT support is truly a work of customer service. Whether our clients are employees who work for our companyor another company, we need to look at her frustration. Let's face it, most of the time people are quiet until they have a problem with their technology and that when they call it wheezing. We must remember that the person is frustrated not only a user - I am a person.

* Saturday Night Live: Nick Burns

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