Helping non-tech savvy people through an IT task can be an extremely frustrating ordeal for a technology contractor. Sometimes, no matter how you explain it, your client or your client’s employees can’t seem to get anything right or, worse, keep messing things up to make the situation worse.
We shared an infographic last month that helps IT professionals dumb down certain tech terms to explain them more easily, but even with this knowledge, there are certain skills you need to be successful in this situation. At the end of the day, you’re helping a client, which means customer service is a must and a key to great customer service is outstanding communication.
This instructional video from Wisc-Online approaches the subject very well. It talks specifically about how IT professionals — from those in tech support to those leading large projects — can improve communication when delivering customer service.