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What do you do if your customers have varying technical knowledge levels and conflicts arise?

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As a technical support specialist, you may encounter customers who have different levels of technical knowledge and experience. Some may be savvy and confident, while others may be confused and frustrated. How do you handle situations where customers have varying technical knowledge levels and conflicts arise? Here are some tips to help you communicate effectively, resolve issues, and satisfy your customers.

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1 Assess their needs

Before you dive into troubleshooting, you need to understand what your customer wants and needs. Ask open-ended questions to determine their problem, their goal, and their expectations. Listen actively and empathize with their situation. Avoid jargon and use simple language that matches their level of understanding. Don't assume that they know what you know or that they don't know anything. Respect their knowledge and skills, and don't talk down to them or over their heads.

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Jack H.

IT Support Specialist | Dedicated | Proactive Problem Solver
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Take the time to understand each customer's technical knowledge level, preferences, and requirements. This assessment can involve asking targeted questions, listening actively, and observing their interactions with your products or services. Tailor your communication and support approach based on each customer's technical proficiency. For customers with lower technical knowledge, provide clear and simplified explanations, avoiding jargon or technical terms. For those with higher technical expertise, you can delve into more technical details if necessary.

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Edinaldo Oliveira

Technical Support Engineer MS365 and Azure at SERPRO | Cloud Computing | Microsoft 365 | MCT | Solution Architecture | Windows Server | Infrastructure | SecurityEngineer
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Ao abordar os problemas do cliente, é essencial avaliar suas necessidades antes de oferecer solu??es. Fa?a perguntas abertas para compreender completamente o problema, objetivo e expectativas do cliente. Pratique a escuta ativa e demonstre empatia com sua situa??o. Evite o uso de jarg?es técnicos e adote uma linguagem simples e acessível. Respeite o conhecimento e as habilidades do cliente, evitando falar acima ou abaixo de seu nível de compreens?o. Essa abordagem ajuda a estabelecer uma comunica??o eficaz e a construir confian?a com o cliente.

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2 Explain your process

Once you have a clear picture of their needs, you can explain how you will help them. Tell them what steps you will take, how long it will take, and what they need to do. If possible, show them how to do it themselves or guide them through it. Use visual aids, such as screenshots, diagrams, or videos, to illustrate your instructions. Check for comprehension and feedback along the way. If they have questions, answer them patiently and politely. If they have objections, acknowledge them and address them calmly and professionally.

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Edinaldo Oliveira

Technical Support Engineer MS365 and Azure at SERPRO | Cloud Computing | Microsoft 365 | MCT | Solution Architecture | Windows Server | Infrastructure | SecurityEngineer
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Após compreender completamente as necessidades do cliente, é importante explicar o processo que você seguirá para ajudá-los. Comunique os passos que ser?o tomados, a dura??o estimada do processo e quaisquer requisitos ou a??es necessárias por parte do cliente. Se possível, forne?a orienta??es passo a passo ou demonstre como realizar as etapas por conta própria. Utilize recursos visuais, como capturas de tela ou diagramas, para tornar as instru??es mais claras e compreensíveis. Durante o processo, verifique regularmente se o cliente está acompanhando e compreendendo as informa??es, solicitando feedback e respondendo a quaisquer perguntas ou obje??es com paciência e profissionalismo.

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Vinesh GS

Sales Operations Specialist | CRM, Collections | Complaint Management | Client Onboarding | Document Control
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Sampling is one tool and the base can be arrived at by analysing long duration calls, repeats, survey ratings. Listen to customer calls, understand the scenario's discussed and solutions offered. Training & certification for employees to be provided based on the findings from the sampling and listening sessions to equip them with the required knowledge and skills.

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3 Manage expectations

Sometimes, you may not be able to solve their problem right away or at all. In that case, you need to manage their expectations and offer alternatives. Be honest and transparent about the limitations, risks, and challenges of your solution. Don't promise what you can't deliver or make unrealistic guarantees. Explain the benefits and drawbacks of different options and let them choose what works best for them. If you need to escalate the issue, inform them of the next steps and follow up with them until it is resolved.

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Edinaldo Oliveira

Technical Support Engineer MS365 and Azure at SERPRO | Cloud Computing | Microsoft 365 | MCT | Solution Architecture | Windows Server | Infrastructure | SecurityEngineer
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Quando n?o for possível resolver o problema imediatamente ou completamente, é fundamental gerenciar as expectativas do cliente de forma honesta e transparente. Seja claro sobre as limita??es, riscos e desafios da solu??o proposta, evitando promessas vazias ou garantias irreais. Apresente alternativas viáveis e explique as vantagens e desvantagens de cada uma, permitindo que o cliente escolha a melhor op??o para suas necessidades. Se for necessário escalar o problema, forne?a informa??es sobre os próximos passos e garanta um acompanhamento adequado até a resolu??o final.

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4 Handle conflicts

Conflicts may arise when customers are unhappy, dissatisfied, or angry with your service or solution. They may blame you, criticize you, or demand more than you can provide. When this happens, don't take it personally or react defensively. Instead, try to defuse the situation and restore trust. Apologize for any inconvenience or misunderstanding, and show empathy for their feelings. Focus on finding a common ground and a mutually acceptable outcome. Don't argue, interrupt, or ignore them. Listen to their concerns and address them respectfully and objectively.

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Edinaldo Oliveira

Technical Support Engineer MS365 and Azure at SERPRO | Cloud Computing | Microsoft 365 | MCT | Solution Architecture | Windows Server | Infrastructure | SecurityEngineer
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Quando confrontado com conflitos de clientes, é importante n?o levar as críticas para o lado pessoal ou reagir defensivamente. Em vez disso, é essencial tentar desarmar a situa??o e restaurar a confian?a. Comece pedindo desculpas por qualquer inconveniente ou mal-entendido e demonstre empatia em rela??o aos sentimentos do cliente. Concentre-se em encontrar um terreno comum e buscar uma solu??o mutuamente aceitável. Evite discutir, interromper ou ignorar o cliente; em vez disso, ou?a atentamente suas preocupa??es e aborde-as de maneira respeitosa e objetiva.

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5 Follow up

After you have resolved the issue or provided the solution, don't forget to follow up with your customer. Thank them for their patience and cooperation, and ask them if they are satisfied with the result. Confirm that everything is working as expected and that they have no further questions or issues. Ask for feedback and suggestions on how you can improve your service or solution. If possible, send them a summary of the issue, the solution, and the steps you took. This will help them remember what you did and how you helped them.

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Edinaldo Oliveira

Technical Support Engineer MS365 and Azure at SERPRO | Cloud Computing | Microsoft 365 | MCT | Solution Architecture | Windows Server | Infrastructure | SecurityEngineer
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Após resolver o problema ou fornecer a solu??o, é importante acompanhar o cliente para garantir sua satisfa??o contínua. Agrade?a pela paciência e coopera??o e pergunte se est?o satisfeitos com o resultado. Confirme se tudo está funcionando conforme o esperado e se n?o há mais dúvidas ou problemas. Além disso, solicite feedback e sugest?es sobre como você pode melhorar seu servi?o ou solu??o no futuro. Se possível, envie um resumo do problema, da solu??o e das etapas executadas, pois isso ajudará o cliente a lembrar do seu apoio e da resolu??o do problema.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Nawal AlMalik

IT Application Support & Delivery | ServiceNow | ITIL4 | Digital Operations | Incident & Change Management | SQL & Oracle
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Provide ongoing education and resources Empower customers to become more self-sufficient by offering ongoing education and resources to improve their technical knowledge and skills. Create and regularly update knowledge base articles, tutorials, video guides, and troubleshooting resources that cover common technical issues and solutions. Encourage customers to proactively seek out information and learn how to troubleshoot basic problems on their own. By investing in customer education, you can reduce the frequency of support requests and empower customers to solve simple issues independently.

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What do you do if your customers have varying technical knowledge levels and conflicts arise?

1

2

3

4

5

6

1 Assess their needs

2 Explain your process

3 Manage expectations

4 Handle conflicts

5 Follow up

6 Here’s what else to consider

Technical Support

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What do you do if your customers have varying technical knowledge levels and conflicts arise?

1

2

3

4

5

6

1 Assess their needs

2 Explain your process

3 Manage expectations

4 Handle conflicts

5 Follow up

6 Here’s what else to consider

Technical Support

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