Human Side of Tech Support℠

The Psychology of Trust & Expectations

When helping customers fix their tech problems, trust is essential. However, it’s not always easily built. This module introduces four simple techniques to build trust with customers.

Translating Tech to "Human"

Often, difficulties in supporting customers with technical issues have little to do with your knowledge and everything to do with how you’ve communicated the instructions. This module describes five strategies to help you translate technical jargon to accessible information.

De-escalating Technical Frustration

While technical problems are certainly frustrating, what customers often remember most is the way they were treated while their problem is being solved.

Managing the Customer-Led Rabbit Hole

While some service calls are straightforward, others meander until they eventually get to the point. This module provides five techniques to help keep troubleshooting interactions focused.

Managing Human Error Respectfully

When providing technical support, you’ll inevitably run into a situation where the human on the other end of the phone caused the problem they’re contacting you about.

Support Beyond the Screen

Explains the importance of always answering a customer’s question in a positive and upbeat manner.

Remote Support Tool Etiquette

Remote support tools can be incredibly helpful in enabling you to deal with issues directly. However, it’s important to use them responsibly.

The Art of the Closing & Proactive Support

We spend a lot of time talking about how to start conversations, greet customers, gather information and troubleshoot. But what about the end of the call?