Customer: I can’t get on the Internet.
Tech support: Are you sure you used the right password?
Customer: Yes, I’m sure. I saw my colleague do it.
Tech support: Can you tell me what the password was?
Customer: Five stars.
Tech support: What anti-virus program do you use?
Tech support: That’s not an anti-virus program.
Customer: Oh, sorry…Internet Explorer.
There is no doubt that working in IT customer support can be a very frustrating challenge. These jokes should demonstrate that pretty well. However, it goes the other way around too: it can be a very vexing experience contacting your IT support as a customer.
There will always be technical problems when computers are involved, and not getting them fixed ASAP can cost a company a lot of money. Therefore it’s vital that you have access to professional IT support, whether you have an in-house IT team or you’re outsourcing your IT helpdesk.
Here are 7 warning signs that your IT support sucks you should look out for:
1. More than often you’ll find that the person you’re talking to asks if he/she can call you up later as there is something he/she needs to check without keeping you hanging on the line. This is understandable and totally acceptable as some issues require further investigation. What is truly annoying is when that person for one or another reason doesn’t call you back and you’re forced to call up again and explain the whole thing to another person. Grrr.
2. Some people are naturally more gifted when it comes to technology, which you sometimes can tell by the way they speak. The majority of people, however, are not IT minded and just need the tech support person to slowly explain and guide them through, in simple English, what they need to do.
3. This point will contradict the last one, but what can also rub you the wrong way is when you, after thoroughly explaining what the issue is, get an unhelpful answer such as ‘Did you try switching the computer off and then on again?’ In some cases this is probably the right thing to ask (see jokes at beginning), but if that is the only answer you get for your problem it is time to find another tech support service provider.
4. As mentioned in the first point, nothing is more irritating than when you have to explain the same issue over and over again to a bunch of different people who aren’t up to date with your case. This is often due to poor or non-existent recording of the issue in the customer relationship management system.
5. Sometimes a problem with your computer that you need to get fixed straight away might occur at 4.55pm on a Friday, and the only people who can fix it are your IT support. If they decide that it’s too late to deal with the issue you might have to pay someone else instead. As with all good customer support you expect a little bit of flexibility and goodwill.
6. Some times are busier than others, and you just have to agree to wait a little before getting help. When you have to wait every time your IT support team might be to blame. If they are slumped with work because of bad administration, lazy staff or shortage of staff, you shouldn’t be the one that has to pay for it. Move on to better support instead.
7. When some issues keep reoccurring it might be due to lack of proactive actions by your IT support. Just giving quick advice on how to prevent the same or a similar issue in the future can save both parties a lot of time and money.
Take a look at our IT support services to find out what you can expect