Communication is a key factor to support

Having trouble with the same client on a week to week basis?

Maybe you’re not communicating correctly?

Here at BEARs we have a rule we live by: “Put in the extra time and you will see results in the end”

How can you achieve this?

Logging in remotely and assisting clients I find is the most efficient way. Also advise your client to grab a pen and paper to write notes. Explain to the client the key instructions to note down. Always get the client to read the notes back to you after you have ended your support session if the notes make no sense to you then how can you expect a client to understand what you have just done?

What are the benefits of this?

Your support calls may go up in length on the initial call from the client. Instead of a 10 minute fix you have spent 30 minutes explaining and making the client understand how the system they use on a daily basis works. 30 minutes some managers may say this is too long for simple calls “just get it done”. I say this is the wrong attitude. Put in the time and you and your client will be much happier in time to come. You will also build up a client relationship and you can communicate with this particular client in a way they understand supporting them will become faster and faster as time goes on.

Remember!

Communication is a key factor to support. Without this you are only making it harder on yourself.

Always smile it will make the experience better for you and your client.