There are many challenges one can face when explaining technical instructions to non-tech customers. First of all, you need to be aware that the customer’s IT vocabulary and know-how are quite limited. Second, the fact that they already contacted technical support means that they are already in a desperate, if not frustrated, situation. These could result in miscommunication, which could then lead to frustration and further damage on the customer’s end.

It’s one thing to be very familiar with your product or services, especially if it’s a complicated networking product or software. However, handling a non-IT customer and keep both of you on the same page is another thing. And the latter one is considered to be a daily challenge, since not all IT jargons do not have layman counterparts.

That said, how can technical support representatives provide effective and easy tech support to non-techie people? Whether you’re providing technical support to customers or a company’s employees, here are some tips you can follow to help non-IT people to make their lives a little easier.

Do Not Make Assumptions

Rule number one is to never make assumptions about the customer. While customer data can provide some basic information about the customer and the problem, always assume that the client’s IT knowledge is not as in-depth as the others.

You will be able to gauge the customer’s IT knowledge while listening to the customer’s concern. From here, you should be able to choose the language that you can use to address the problem.

Choose Your Language Carefully

For non-techie people, IT terminologies can be quite scary, especially if they risk losing a massive amount of data with a single click of a wrong button. Apply the correct level of language to the level of IT knowledge of your customer. If you give out highly-technical instructions, there’s a big chance of miscommunication between you and the customer and eventually end up losing him/her in the process. Therefore, it is best to use the appropriate language to handle the customer’s concern.

Put Yourself in the Customer’s Shoes

An effective tech support personnel knows that handling a customer’s concern is understanding that it’s not just a technical problem, but it can also be an emotional one. For someone who has very little technical background, a minor computer problem can be as serious as a virus infection. Meanwhile, there are also those tech-savvy customers whose IT vocabulary is way advanced than the rest. A mark of a good tech support should always strive to maintain a balance between accuracy and at the same time, simplicity.

It is very important to understand what the customer is feeling at the moment. If your client is venting their frustration on you, let them. They will feel a little better after doing so, and will appreciate that you listened to their rants. Afterwards, you can then provide them with the best solution to address their current issue and you will be surprised that they will cooperate.

Explain the Solution in More Than One Way

Tech support caters to a wide array of customers with different levels of IT knowledge and expertise. Because of this, you need to be prepared in presenting the solution to the best of their understanding and pace. These formats can be in the form of phone calls, emails, images, bulleted lists, and even GIFs.

Request for Visual Aid

There have been instances wherein a customer’s explanation of their problem is somehow unclear. That’s why one of the best ways to easily identify the problem is to have the customer provide a screenshot or a visual documentation of the issue so that both you and the client are seeing the picture clearly and in unison.

Create a Comprehensive Help Section

For some customers, they don’t like sending emails or calling for tech support. This is where a comprehensive Q and A and help sections come in handy. Make sure that the information shown here are easy to read and understand, and they can be easily located on your official website.

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This entry was posted by Staff Writer on Thursday, November 10, 2016 at 6:37:48 AM and is filed under Tech Tips & Tricks.

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