3 Annoying Examples of Why Quality Remote Service Matters

The difference between giving great customer service and poor customer service is the difference between keeping and losing a customer. When it comes to great customer service, nowhere is this more important than with remote IT service.

Because customer service plays a vital part in everything that we do, we make sure to hire only the best technicians that have a knack for it. Additionally, we will spend extra resources to train our technicians to make sure that you have the best customer service experience possible. Otherwise, you will get stuck with one of these three types of service calls.

Being Read Scripted Instructions
Few things are more annoying than asking a question and then having the person respond by straight up reading from a script. Adding insult to injury is when the person reading to you is just plain bad at reading. A nerve-grating situation like this is often characterized by a monotone voice and sentences that are strewn together with total disregard for punctuation.

What makes a service call like this so insulting is that you're not a little kid that needs to be read to. In fact, you're perfectly capable of doing a Google Search and figuring out how to solve the problem yourself. What's stopping you from Googling the answer? The answer is that you don't want to read a technical manual. This is why you give technical support a call when you run into a computer problem - you want the issue quickly resolved by a person, not a talking set of instructions.

Having Operators Make SLA-Based Excuses to Deny You Help
Have you ever talked with a customer service representative and it seemed like they were trying extra hard to find an excuse not to help you? This can often be the case with IT service because IT companies use SLAs (Service Level Agreements). An SLA is like a contract that defines what technologies an IT company will work with, and which ones they won't. The IT technician that doesn't want to be helpful may eagerly cite the SLA and bail out of the phone call at the first mention of a technology that's outside the scope of service. SLA's aren't a bad thing at all, but sometimes tech companies simply use them to skirt around issues you might be having.

At Computerware, we use an SLA just like every other IT company, but we're not so strict about it that we'll use it as an excuse to provide poor customer service. First and foremost, we're about finding you solutions. This means that if the cause of your technology problem happens to be something that we don't service, we will stay on the line and work with you to find a solution that can work for both of us. Essentially, this boils down to honoring the whole reason why you called us in the first place; you're looking for answers, not excuses.

Getting the Runaround
The business model for many break-fix IT companies is that they will charge by the hour. Charging by the hour adds a level of awkwardness to a service call because you never know for sure if the technician is leading you on in order to prolong the call and rack up a bigger bill. This is called "the runaround" and knowledgeable technicians are in a position to do this because they know way more about technology than you do.

At Computerware, we've discovered that a much better way to charge for IT service is with a monthly plan using an all-you-can-eat approach with our IT helpdesk. This is a much better way to do business because the suspicion associated with charging hourly is removed and anyone in your company can call us at any time without worrying that their call will add up to a major IT repair bill.

When calling Computerware to resolve your technology issues, not only will you be avoiding these three lousy scenarios, but you will also be helped by a friendly and professional technician that knows the ways of great customer service. At Computerware we value excellent customer service because we understand how important it is to treat our clients right! Give us a call today at (703) 821-8200 and never again experience frustration from a computer repair service.