Three Things The Customer Rewards - From IT Support Perspective

1. Timely Response <br> <br>Although there are SLAs that govern the priority of various support requests however it is indeed a step in the right direction to send the initial response as soon as possible. Customers are happy when they get a response, the sooner the better from the moment they called for help. Believe me, if they could resolve it on their own, they would not have bothered anyone. <br> <br>This could be challenging when the incoming requests far outnumbered the engineers on call, but we have two more chances to make it right. Let's look a the remaining two. <br> <br>2. Effective Communication <br> <br>This includes communicating in clear words what you are doing every step of the way if the customer is present or over the phone during troubleshooting, letting the customer know what the problem is, what you are going to do to fix it and a good estimation of how long it will take. <br> <br>3. Effective Resolution <br> <br>Effective resolution is in three folds (a) what caused the problem (b) the solution short-term and long-term (c) what can be done to prevent it.