Happy Hamster Portland Computer Repair Talks About The Difficulties of Providing Excellent Customer Service
Hey Everybody in Portland Computer Repair Land,
For me, this blog exists so I can tell you things that I hope you will find interesting. Also to give my parents a way to snoop on me without having to call me and ask, “So, how are you?”
The topic I’m going to address the next week or so will probably be the most difficult I’ve ever tried to form a coherent blog about, because everybody on earth has a completely different perspective on the issue. This one word carries an enormous weight in the minds of every customer, and every employee, and yet people spill its blood far too willingly and frequently, without regard to the value of it.
I am going to write a few posts this week about one, single, difficult word -
Condescending.
I am going to start by telling you a few of the reasons that various customers have called me or a staff member by The Word in the past year -
1. Talking too quickly.
“I could barely understand what he said!”
2. Talking too slowly.
“What am I, an idiot?”
3. Asking too many questions.
“You’re the computer person, why are you asking me what happened?”
4. Not asking enough questions.
“It worried me that they didn’t ask me about all the background of the computer, isn’t that important to figuring out what happened?”
5. Making too many suggestions.
“Why are you giving me so many choices? You’re the computer guy, you tell me what I need!”
6. Not making enough suggestions.
“Wait, why didn’t you ask about X option? My brother in law said I should do X!”
7. Working too quickly
“I couldn’t even see what he was doing!”
8. Working too slowly
“I don’t want you to show me, just fix it!”
In the next few posts I’m going to talk a bit about the extraordinary difficulty of this problem, and what we do to try to avoid it.