Let’s face it, information technology is really complex. And you don’t want to be an expert. You just want someone to take care of it, so that it works. If not, it can lead to a great deal of frustration and lost productivity.
So, what do you really need from your IT Support, 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 challenge is that the IT industry attracts people who like working with systems and computers rather than dealing with people. On top of that, most companies train them more in technology and just expect that they will be able to communicate with customers. Then, they are given roles where they need to communicate complex issues to non-technical people. It’s a recipe for frustration.
If you want your IT department to perform better, you need to train them in service delivery and communications, not just 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.
Skyriver IT is Focused on Communication & Trust
Of course, we think there is an easier way to improve your communication with your IT Support people. Choose Skyriver IT — we have built our company around better communication with customers, so that we consistently build trust. Our technicians are trained on technical skills and customer service skills. We regularly have customers surprised with our technicians follow-up and communication skills.