Wednesday, 8 February 2012

The 7 Habits of highly effective Technical support

  • Be proactive - Know the product, and the environment in which it lives.
  • First things first - Build a website / ticket system, set of processes, service tools, support readiness materials.
  • Begin with the end in mind - Focus on Customer satisfaction with an effective feedback and survey mechanism.
  • Seek first to understand and then be understood - Diagnose before attempting to repair.
  • Think Win Win - Having worked hard to solve problems, recycle solutions with well written tech notes.
  • Synergize - Embrace customer feedback, work with engineering/ sales / marketing to improve the product. Find your most demanding customer and learn what they know.
  • Sharpen the saw - Learn more, teach more, research more, experiment in the field.

If you haven't read the Covey book I would highly recommend it as a transformational text for personal development. To be just a bit controversial here the 7 Habits book is a more practical manual of living and interacting with people than any of the major religious texts.

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