What is bad IT support?
In this blog, we talk about five examples of inadequate IT support, either we have personally experienced or are aware of its existence. These types of bad customer service or tech support is rampant in the industry that we know and love so much.
Then again, it does give us an advantage since
we like to treat our customers well. Nonetheless, here are five types of lousy customer IT support you should avoid.
Number five: The Salesman IT support specialist
Now we are not saying we are not guilty of this. We do pitch things to our clients, something that they need. Like for example, we have a client with a 10 Gbps internet connection using a router that can only deliver up to 500 Mbps. So in cases like these do we pitch to them or recommend they get a better wireless router. Especially when they are using laptops with hard
drives which are dreadfully slow, we love to insist on upgrading their disk drives to solid-state drives instead. But there is a salesman out there, tech staff who earns a commission each time they sell a product on behalf of their company. Or at least impress their boss at how much sales they get in. The moment something stops working, they will recommend you buy something or upgrade it.
Example: A client had an old server that was no longer connecting to their switcher and local network. The server was working so they called in an IT provider to help solve the issue for them. Rather than troubleshoot the problem, the staff insisted that they purchase a new server and switcher to resolve the issue without conducting any hardware analysis or troubleshooting, which is an excellent example of a salesperson.
Number four: The low EQ IT Support Technician
EQ refers to emotional quotient or emotional intelligence. It is not that this group of IT practitioners are not smart or intelligent, but are smart in that one-dimensional sort of way. They are technical individuals who focused their entire lives around technical knowledge and hardly any time socializing. They are in no way familiar with social nuances or things that should never say in public. They say what they see.
Example: The company calls in an IT staff to provide their service on-site, they are relocating to a new office. Most of the work done and the team are settling in. IT personnel were running around and came to a traffic situation; a female staff was blocking his way without realizing it. IT staff points out "Hi, I can't squeeze through, you are too fat.", in a very calm manner. The female staff was offended at what was said. IT staff did not see the harm in honesty—a great example of a low EQ.
Number three: SOP or Standard Operating Procedure IT specialist
Now, these people follow the manual. Everything has a process, and if the procedure followed correctly, the problem goes away. The SOP takes down notes, writes down what you say and compares what he has written with the manuals that they have. So if someone were to say "computer can't turn on", they will follow that up with "Why can't it turn on?'. Their work is standard, and for the most part, SOPs get things done. You give them a problem, and they will search for their manual and documentation for a solution. SOPs work for a reason, we mean standard operating procedures work for a reason because for every action, there is a necessary reaction. Same things with problems. If you know the correct issues, you know the right solution.
Example: So when a customer who is not technically inclined says "my computer is slower than before, or it is not working as it should be", SOPs rarely have an answer for that. They will not see this as a technical problem, more of an emotional reaction. Such issues like these are dismissed as non-important and are often not addressed. However, the fact is, there is always an underlying problem when computers slow down. Yet since the user of that computer do not know the exact technical issue they have, the SOP would not know what to do, which is the conundrum of the IT world.
Number two: The Ghost IT support provider
Believe us when we say, there are IT personnel and companies out there that ghost people all the time. Said, they are nowhere to be found or heard from again, until they need something from you. Some of our customers recall horrible experiences with their IT support companies, and this is just atrocious behaviour if we are honest.
Example: The client has many current computer issues and outstanding tickets that remain to be solved. Computers can't print through the printer, the internet is slow, emails are sometimes not sent out, websites are going down, and the IT support is aware of all these problems. They either dismiss them as clients being unreasonable or see the entire act of going down to the site to solve the issue a waste of their own time. It is an ego thing, of course. But the end of the service contract is nigh. And the client receives a very enthusiastic and caring call on the other side of the phone call; it is their IT provider. They say hi, and how are you? They ask you how your day is and if your dog is eating well. They know how to get to you, you feel loved, and well looked after. And quietly they slip you the bill at the end to remind you that it is time to renew the contract. What do you do? You give them another chance; they sounded appreciative to you. And you pay and the week after you pay you to say another staff can't print on the company printer. And poof, they are nowhere to be seen. No reply, nothing. Ghosted again.
Number One: The Know-It-All IT Specialist
Most IT companies have these know-it-alls. And they are treasured by these companies because of what they can do. They know almost everything there is to know about IT support, troubleshooting, programming and administration. They are hard to find, gems, in fact in terms of their knowledge. And they have been made to feel like a god. They are like the star
player of a football team, a diva.
Example: IT support sends in their know-it-all to face a difficult client who has a recurring problem with their server connection. Once he arrives at the client's office, he does not greet anyone and walks to the server room like he owns the place. He does not feel the need to welcome people who are lesser than he is. And the moment he arrives inside the server room, he proceeds to do a full systems check of the connections only to realise that someone had turned off the power to the server. Most likely, the cleaning person. Know-it-all enters into a rage and confronts the client demanding to know who was allowed access to the server room and why was the cleaning person authorised inside unaccompanied. The client becomes fearful, so fearful that they dare not call upon their IT support next time they have a problem because they do not want to face Mr Know-it-all again.
In every one of these cases or scenarios, the one on the losing side is the client or customer. So it is best to know that these 5 cases are not typical and we should never tolerate them. You deserve better than that, and it is always best to replace and shop for a new service provider when it is necessary to do so. Your work, your business, your staff, your teamwork can be immensely affected by inadequate IT support.
Thank you for reading '5 examples of bad IT support' and we hope you have a beautiful day ahead.
