Does Your IT Support Provider Only Pay Lip Service to Customer Service?

lying-businessmanWhen it comes to customer service, having a company that just pays you a bunch of “lip service” is going to hurt you in the end. What is lip service, you may wonder? This phrase is used when referring to people who use or say words to support a specific idea, plan or position, but when it comes down to it, they can’t backup what they have said. When it comes to customer care, you may be promised the moon and stars from your IT service provider, but when it is time to act, they not only fall short of these expectations, they miss them completely.

Computer Support: Why Customer Service is Often Lacking?

When the typical computer business is deep in the sales process, they likely talk a big game regarding customer support. However, when it comes down to actually delivering on these promises, they wind up falling short. This is because many IT professionals are extremely tech-minded. This means they don’t have some of the traditional interactions with other people, so they don’t develop the social skills necessary to provide the great customer service that has been promised.

The Problem with Inferior Customer Support

While there are some business owners who do not think that inferior customer service is a big deal — consider the following. If you have a serious issue or malfunction with your business’s main computer and the customer support team is not helpful, nor do they try to solve the problem, it can mean expensive downtime for your entire business. As a result, you lose profit and potentially even customers, simply because the computer support service you hired is unable to deliver on the promises that were made.

Is Your Computer Support Provider Paying You Lip Service?

It is a good idea to take a long hard look at the current service provider you are using. Consider the times you had to call for service or help. Was the customer support department helpful and eager to ensure your issue was resolved? Did they follow up to ensure no other problems arose? If not, then you may have a serious problem on your hands.

If you have never interacted with the customer support team because you never had an issue, or because you just hired a new service provider, it may be wise to find out. Call with a minor issue or problem and consider the following regarding customer service:

• Was the customer support staff helpful and friendly?
• Did they respond to your issue in a prompt and professional manner?
• Did they follow up to ensure the issue was successfully resolved?

If you answered “no” to any of these, then it may be time to think about making a change. While some service providers may be able to provide better support if you let them know the issue, this is not always the case. In many situations, changing service providers is going to be the most viable and effective solution.

Making a Change

If you have noticed that your computer support team is a bit lacking when it comes to delivery, then it is time to make a change. Take some time to research the various service providers in your area to find one that will deliver on the customer support promises it makes. When you can do this, you will have peace of mind that the help and support you require will be there, when it is needed.

While making a change is often a time-consuming process, it is the only way you can be sure that your systems will remain up and issue free. After all, you would never use a mechanic that could not deliver and provide the promised repairs, so why would you trust your computers and technology to a company that was unable to deliver the protection and service promised.

The Bottom Line

While it can seem like somewhat of a challenging and time-consuming task to change computer support providers, it will be worth it in the long run. Having computer support that provides excellent service means that you can avoid expensive downtime and ensure that your computers, devices, hardware and software is working properly at all times. Quality customer service is more than just promises, and you need to find a company that can deliver.

Kevin Welch
CTG Tech, LLC
Arlington, TX

IT support DallasKevin Welch graduated from Texas Tech University in 2006 with a bachelor’s degree in marketing and has been working in the IT channel for 11 years. He is currently the Director of Marketing & Sales for CTG which is a managed IT services company that provides IT services in Dallas, Fort Worth, Arlington and Amarillo. Kevin was instrumental into transitioning CTG’s business model from break-fix into an all-inclusive managed services offering. CTG pride themselves on hiring customer service oriented techs so they can deliver amazing IT support to their Dallas and Fort Worth business clients. When Kevin is not working diligently for his clients he loves to spend time with his family and is an avid golfer. He also considers himself an outdoors man who loves camping, fishing and hunting.

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