CX Training: Rise Above Right And Wrong

Today, we're?going to talk about the importance of empathy over the black and white criteria known as “right and wrong”.

In the context of IT support, there are many instances where the client may not understand the technicalities of their issue. They might feel frustrated, confused, or even angry. It’s easy to fall into the trap of pointing out what’s technically "right" or "wrong" in these situations. However, doing so often leads to conflict, misunderstandings, or an unsatisfactory customer experience.

Instead, empathy should be your primary tool. You might have the technical knowledge and the ability to pinpoint exactly what went wrong or what the solution should be, but it’s important to remember that the client’s experience and perception matter just as much. Acknowledging their frustration, validating their concerns, and offering reassurance can go a long way in making them feel heard and supported.

For your clients, issues might arise because of factors that are outside anyone’s control: system glitches, network failures, human error, or unforeseen circumstances. When a client asks, "Who is at fault?" the temptation to answer with a simple blame—whether it's on their side or the technology's—can easily arise. But framing the conversation in terms of blame doesn’t resolve the issue. It creates division and can worsen the client's frustration.

Instead, focus on solutions. Rather than?saying, "This happened because you didn’t update the system," say something like, "I see what happened here and it could be multiple causes; let’s work together to fix this and prevent it from happening again." By focusing on the solution, you move away from the mindset of right and wrong and bring the conversation toward problem-solving and collaboration.

Sometimes, you?fall into patterns of assuming the client knows what "right" and "wrong" look like in a technical sense. You might explain complex solutions in technical jargon or demand specific actions that don’t align with the client’s understanding or skillset. This often results in confusion or a feeling of helplessness on the client’s part.

Rising above right and wrong means meeting the client where they are and communicating in a way they can understand. Use clear, simple language, and if necessary, walk them through step-by-step instructions. If the issue is complex, break it down into manageable pieces. Always check in to see if they are following along and be patient if they don’t immediately grasp everything.

Technological problems can often feel like isolated incidents. A client might be upset about a specific bug or a system failure, but it’s important to see beyond the issue itself and consider how it impacts their business and goals. By asking questions like, “What’s the bigger picture here? How does this issue affect your workflow or business operations?” you show that you care about their success—not just solving a single problem.

Taking this broader view can help you suggest long-term solutions, prevent future issues, and build a stronger, more trusting relationship. A client will remember not just whether their immediate issue was resolved but whether you took the time to understand the broader context and work towards a sustainable solution.

Ultimately, providing an excellent customer experience isn’t just about being technically accurate or "right." It’s about delivering results with compassion. When you rise above right and wrong, you acknowledge that clients are human beings with their own challenges, concerns, and emotions. When you approach them with patience, understanding, and a commitment to finding a solution, you foster a sense of trust and partnership.

A client might not always remember the exact technical steps you took to solve their problem, but they will remember how you made them feel during the process. If you remain calm, respectful, and dedicated to resolving their issue, you’ll leave a lasting positive impression.

Key Takeaway: Compassion, patience, and dedication to results can often matter more than being “right.” It’s about creating an experience that builds trust and strengthens the client relationship.

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To wrap up, providing an excellent customer experience in IT support is not about being right and proving the other person wrong. It’s about rising above the black-and-white thinking and focusing on empathy, collaboration, and solutions. By embracing these principles, you can transform challenging situations into opportunities for growth and build strong, lasting relationships with your clients.?Remember: it’s not about who's right. It’s about how you make your client feel and how you help them solve their problems.

Interested in learning how to get your team Customer Experience trained? Reach out to our office atnbsp;905-228-4809nbsp;today!