And what is that "you're the one calling for help so you must be the idiot" attitude all about? Clearly, anyone who can make it through the telephone maze to actually speak with a live tech support representative has proven that she isn't stumped easily.
tech support I.T are usually divided into a number of different tiers. It is important that you are aware of what each tier does and does not do. The first tier is basic customer issues. The support technician in this tier will collect all the information from the customer and then determine what the underlying issue is that is causing the problem. This tier will usually handle problems that are straightforward and simple.
Help yourself first. Try tech support I.T some basic troubleshooting. Most problems can be solved by restarting your computer. Next try unplugging your highspeed modem and your router. Plug them back in, restart your computer again. If that doesn't work, then call us. We appreciate it when you try things on your own.
It's important to celebrate each victory, each sale, every follow-up you didn't want to do (but did it anyway) and most of all, every time you stepped out of your comfort zone. I have been following a mentor who had huge numbers attached to her programs and mine were much less. Initially I felt I'd failed Managed I.T support uttah and I found myself looking at the situation very negatively. When in fact I had generated more business in that month than previous month, and had served more people. My lesson was to celebrate my own victories both big and small. Too many times we look outside ourselves to what others are doing and if we don't live up then we feel "less" than. Who's served by that?
Marty and Lee seem to love this. "If I say 'how's business going' and I don't see a client's face when he answers then I'm not getting the whole answer," Marty says. "I need to look in people's eyes if I can really help them. It adds a whole new level of accountability." Lee just likes the ability to connect to his clients and present his ideas without having to take a whole day out for travel.
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