Do you want to be an expert in IT? I expect not. You want someone to ensure your IT infrastructure works day in and day out. Any failures can lead to a great deal of frustration and lost productivity.
So, what do you really need from your IT team, whether internal or outsourced? You need someone who is technically competent and who you can trust. Of course a referral is a great place to start in terms of trust. However, to build and maintain trust, you need someone who can communicate clearly and in terms you (a non-technical person) can understand.
The big challenge is that the IT industry attracts people who like working with systems and computers more than people. Then, most companies train IT professionals on new technology and just expect them to be able to communicate with customers. Finally, they are given roles where they need to communicate complex issues to non-technical people. It’s clearly a recipe for frustration for everyone involved.
To improve your IT team’s performance, train them in customer service and communications, not just new technology. Of course, it’s good to have your team stay up-to-date on technology, but it is critical for their success to learn proper communication and service delivery skills. [Read more…]