How do you set realistic goals with customers in technical support?
Imagine you’re building a Lego spaceship with your friend. The instructions look simple, but some of the pieces are tricky to connect. You get frustrated, but your friend helps you figure it out. As a technical support representative, your role is similar – you’re there to guide customers through technical difficulties and help them achieve their goals. But just like with that Lego spaceship, it’s important to set realistic goals with customers to ensure a smooth and successful experience for everyone.
Understanding Customer Needs:
Before diving into solutions, it’s crucial to understand what your customer wants to achieve. Think of it like this: your friend might want to build the coolest spaceship ever, but they might also just want to build something fun together. By understanding their bigger picture, you can adjust your approach.
In technical support, this means actively listening to the customer’s problem. What are they trying to do? What specific challenges are they facing? By understanding their needs, you can set achievable goals that address their specific situation.
Types of Goals in Technical Support:
There are different types of goals you might set with customers in technical support:
- Resolution Goals: These focus on fixing the specific technical issue the customer is experiencing. For example, a customer might call because their printer won’t connect to their computer. The resolution goal would be to establish a successful connection.
- Learning Goals: Sometimes, the goal might be to educate the customer on how to use a product or navigate a software program more effectively. Perhaps a customer wants to learn how to edit photos, but they’re unsure where to start. Your goal could be to teach them the basics of a photo editing program.
- Workaround Goals: If a permanent solution isn’t readily available, you might suggest temporary workarounds to help the customer continue using the product until a fix is implemented. Imagine your friend’s Lego spaceship has a missing piece. A workaround goal could be finding a creative way to connect the remaining pieces for a fun, alternative build.
Setting Realistic Goals with Customers:
Now comes the key part: setting realistic goals with your customers, not just for them. Here are some tips:
1. Be Transparent About Timeframes:
Imagine your friend excitedly asks how long it will take to build the spaceship. You can’t promise it will be done in five minutes if the instructions are complex.
Similarly, be honest with customers about potential timeframes for resolution. Some issues can be fixed quickly, while others might require more troubleshooting or even waiting for a software update. Setting realistic expectations from the start helps avoid frustration.
2. Consider Technical Limitations:
Just like your Lego spaceship might have limitations based on the available pieces, some technical issues might not have a simple fix. Be upfront about potential limitations. Perhaps a customer wants to play a new game on their computer, but their computer might not meet the minimum system requirements.
Explain these limitations clearly and offer alternative solutions if possible. Maybe the customer can adjust their game settings or consider upgrading their hardware in the future.
3. Collaborate with the Customer:
Building a Lego spaceship is more fun when you work together, right? The same goes for technical support.
Collaborate with the customer by actively listening to their concerns and asking clarifying questions. Walk them through troubleshooting steps together, explaining each step clearly and asking if they have any questions. This collaborative approach fosters trust and empowers them to learn as you solve the issue together.
4. Celebrate Small Victories:
Imagine you and your friend successfully complete a challenging Lego step. It feels great!
Celebrate small victories with your customer as well. Did you manage to connect the printer to the Wi-Fi network? That’s a win! Acknowledge their patience and effort throughout the troubleshooting process.
5. Underpromise and Overdeliver (When Possible):
Remember how your friend surprised you with a cool spaceship design even though a piece was missing? That unexpected delight builds a strong memory!
While not always possible, strive to go the extra mile whenever you can. Maybe you offer to research additional solutions for the customer or provide them with helpful resources for future reference. Exceeding expectations fosters a positive experience and leaves a lasting impression.
Example in Action: The Puzzling Printer
Imagine you’re a technical support representative for a home printer company. A customer calls in because their printer won’t print anything. Here’s how to set realistic goals with them:
- Understand the Need: Ask the customer what they were trying to print and what error messages they’re seeing.
- Set a Resolution Goal: The initial goal is to diagnose the problem and get the printer working again.
- Collaborate and Troubleshoot: Walk the customer through some basic troubleshooting steps like checking ink levels
Additionally, if you’d like to learn how to handle escalation and when to involve supervisors, check out “Escalation Handling: When to Involve Supervisors“.