Client care And Technical Support
Agents Listen to Customers for Different Purposes As examined previously, a technical support agent is focused on settling your issue as fast as could as possible. Great technical support means tuning in to fix. Technical support reps tune in to symptoms, try to recreate the issue and rapidly provide a solution for the issue. Client care reps, tune in with compassion. They put themselves in the "shoes" of the client and try to understand what the client is trying to achieve. They aren't tuning in to fix they are rather tuning in to suggest. This could be suggesting another product, or other methodology. Agents Have a Different Perspective on the Product While examining the difference in context I like to utilize what I call the "word processing model." When you contact technical support about a mistake in your word processor, they can generally help you settle that error dialog put away that pops. They can also help you sort out the thing plugin isn...