I have a big problem which frequently loops me. I am in the field of IT support, and when a customer comes to me and is short tempered, I really don’t know how to convince them that their request is not my part of job and someone else should attend to it.
This happens to me at least 4 – 6 times a week. Can you please tell me how I can answer nicely about the job, and give me some suggestions about handling customers over the mail, phone and face to face in tough times?
I don’t know of a tougher job than technical support and IT, actually, because it’s one of a class of what I call negative feedback jobs, jobs where you only hear from your customers when things are broken or going wrong. You can test this: when was the last time someone called and said “Hey, my printer’s working today. Thanks!”?
This is a tremendous challenge for IT management in particular because while some IT and admin managers are savvy enough to realize this aspect of the job and offer praise and perks to compensate for the high frustration level of the job, many that I’ve seen, particularly in larger companies, have an extraordinarily tough time managing their troops as they get complaint after complaint from customers. Of course people complain, though, because IT is only relevant when things are going wrong.
From your perspective in the proverbial trenches you have a tough task working with stressed customers who need things fixed “yesterday” and who probably don’t have the patience for methodical trouble-shooting questions. I can just hear the dialog in my head:
you: Now, let’s start at the beginning. Did you install any new software in the last week?
they: I don’t have time for this! I need my presentation printed for a meeting in 15 minutes!
you: We can’t figure out why the printer isn’t working until we can figure out what changed since it was working.
they: I DON’T HAVE TIME FOR THIS! FIX MY $#@$#&&*@ PRINTER!
you: There’s no reason to get upset, Mr. Smith.
they: Where’s your $#@$# supervisor?
you: Ever heard of “going postal”, Mr. Smith?
Alright, just kidding on the last line, but I think it’s important that you start by recognizing that your job comes with an inherent level of stress and challenge as you work with people who are most likely upset and under pressure themselves.
That said, there are some ways that you can work effectively with others even if they’re upset. The best strategy is to start by acknowledging their upset. Say “Man, I hate when my printer’s busted, so let’s get this fixed FAST!” for example. It reaffirms that you understand why they’re upset and can see the desired end point.
Then be straight with them on prioritization. If you’re busy working on a problem for the VP of Sales, then say so. “I’m busy with Ms. Jones’s computer this morning, but the minute I’m done, I’ll be in your office.” is much better than “I’ve got a bunch of people ahead of you, so hang in there.” (though that’s better than “I’ve logged your call. I’ll get back to you when you’re #1”)
If they ask you to help with something that isn’t in your realm of responsibility, don’t just push it away, but help them find the right person and connect them together. Say “Printer problems aren’t part of what I work on, that’s Maria’s area. Let’s go over and see if she’s in her office so I can make sure you get priority help from her.” That’ll go a long way towards you being viewed as the go-to man in your department (with the promotions and recognition that deserves) and gaining an excellent reputation in your company.
Finally, remind your boss that it’s a negative feedback job and that at LEAST once a week your entire team should sneak out for an hour of venting. Closed room, nothing goes any further, give everyone a chance to just holler and whine about how even the nicest people can become raving jerks when there’s a problem you have to deal with. It’s kind of like primal scream therapy for geeks. 🙂
Anyway, good luck to you!
Great article Dave. I’m in IT so I relate. By getting on their side, “Man, I hate when my printer’s busted” really takes away their anger. Thanks for the other points as well!
That’s good advice from both Daves. I have just a thought of my own to add into the mix.
I think it is useful to recognise two import categories of customer. On the one hand there are those who are deserving (maybe they are in real trouble and it isn’t because they did something stupid, or maybe they are just so nice to us that we want to help them). On the other hand there are those who can hurt if us badly if they don’t get what they want.
The more grief the customer is able to give you in their attempt to get you to give up your life to solving their problem, the more likely they are big players of the hurting kind. These are the kind of people who got where they are today by making unreasonable demands and getting away with it.
These are the kind for which the old saying “the customer is always right” was invented, and even to question whether their demands are reasonable is pointless. Any attempt to find a polite “Sorry I can’t help you” formula which will make them go away nicely is probably doomed to failure.
The important thing is not to let your unvented anger at the bullying customers affect the relationship you have with the “deserving” ones. Keep feeding your enthusiasm on the appreciation your considerate customers show for your efforts. When you can no longer do that, I think it is time to get out altogether.
Good luck!
Good advice on coping and how to help keep a touchy incident from escalating.
One thing I’d like to add about the original query. We know that each person has a particular job. We know that we often get asked to do something that is someone else’s area of responsibility. Is this fair? Heck No! Can we make the problem go away? Also heck No!
There’s nothing that sets a frustrated user off faster that the ‘it’s not my job’ comment. make sure you never, ever say. Shift the complaint to the proper person/solution route or use some of the other techniques, but your life will be easier forever if you never, ever utter those inflammatory words “it’s not my job”. Or society today is plagued with folks who only know what their job isn’t, not always what it is.
Just go ahead and shift the problem to where it needs to be, but avoid that ‘magic phrase’
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