Hier erfahren Sie, wie Sie als technischer Support-Experte Kunden und Kollegen Zeitbeschränkungen vermitteln können.

As a technical support professional, clearly state the time constraint and reason: "Due to high support volume, our response time may be up to 24 hours. We appreciate your patience and will address your issue as promptly as possible.

Giving regular updates plays a significant role in this scenario, it reminds the customer that the issue is not forgotten & the team is working in it.

No hay nada mas gratificante que entregar y recibir x proyecto en la fecha establecida, pero lo cierto es que siempre hay una alta probabilidad de que esto no sea así, por eso considero importante estudiar el proyecto antes de establecer fechas de entrega, establecer un cronograma con tareas y dar al cliente una fecha estimada mayor a la fecha en la que preveamos que terminara el proyecto, de esta manera se podrán corregir los atrasos y dificultades en el desarrollo del proyecto; verificar que las tareas propuestas para el proyecto cumplan a su tiempo y si ocurre antes excelente ya que podrás tener una retroalimentación de parte del cliente para generar posibles cambios de apariencia.

We call this "First Quality Response (FQR)" at my workplace. I have noticed that sending an FQR email to the customer - that contains key issue-scoping questions - propels clarity on the pending issue, with effective troubleshooting and possible resolution.

Explaining the steps you will take to resolve the issue helps the customer understand the process and what to expect. This can include diagnostics, possible fixes, and any testing required to ensure the problem is resolved. Clearly outlining potential factors that could lead to delays, such as waiting for parts, additional diagnostics, or higher-priority issues, prepares the customer for any eventualities. This reduces frustration as the customer will be aware of why delays might occur. Overall, this approach helps ensure that customers feel respected and valued, leading to higher satisfaction and a more positive experience with technical support.

A definição clara do tempo a ser percorrido para solução do problema é relevante, porém devemos ter cuidado com essa estimativa de prazos. Creio que superestimar o tempo necessário pode levar a excesso de confiança no prazo. Devemos fazer uma avaliação o mais realista possível, dentro das dificuldades e adversidades, mas lembrando sempre que imprevistos podem acontecer a qualquer momento.

Nunca establecer un lapso de tiempo si aun tenemos otro proyecto pendiente con otro cliente y si asi lo fueras dejarle saber que tienes un trabajo en progreso que el tiempo estimado para pasar al siguiente puede varias segun el que le hallas dado, ya que en el camino se puede encontrar complicaciones.

There was this ticket I worked on. The customer had a Global admin account breach by a hacker. The hacker used the unauthorized access to create more admin accounts and stole confidential information from the organization. This was indeed a high-severity ticket. For some reason, I forgot to set some expectations as what could be done form our end. After a while, the customer did escalate me to my superiors for not setting the expectations right (he apparently wanted my company to take the fall for the attack). This period was a dark moment in my technical support career. Story of my life!

As far as this matter is concerned about the delivery of a solution I think the regular updates will play a significant role after all parties agree with the time line By doing this we will be able to build a high confidence level among the teams which will beneficial end of the day having good solution in a feasible time line

Regular and transparent communication builds trust and patience. Customers are more likely to remain calm and cooperative when they see that their issue is being handled with diligence and care. Consistent communications demonstrate your commitment to resolving the issue efficiently. It shows that you are proactive and dedicated, which enhances customer satisfaction and loyalty. By integrating these practices, technical support can manage time constraints more effectively and maintain a positive relationship with customers and colleagues. Regular updates foster a sense of reliability and professionalism, leading to better overall service experiences.

Maintaining regular updates is crucial in managing time constraints and ensuring customers and colleagues remain informed. Even without significant progress, a brief update reassures them that their issue is still a priority. Use simple, non-technical language to explain past actions, current status, and next steps. This consistent communication builds trust and patience by showing your commitment to efficient resolution.

Estimular a intercomunicação entre os colegas é fundamental para o bom funcionamento de qualquer setor dentro de uma organização. O fato de os colegas sempre se manterem atualizados sobre no que o outro colega esta trabalhando aumenta as perspectivas e o interesse de todos, trazendo mais engraxamento e garantido que sempre terá alguém a par da situação caso alguma urgência surja.

Un punto clave al momento de trabajar en equipo, es siempre mantener a los compañeros del proyecto actualizado asi todos podran trabajar al mismo ritmo ya que todos tienen la misma informacion y nunca se encontrara retraso al buscar una solicion ya que todos estaran en la misma pagina.

Flexibility is crucial in managing time constraints in our dynamic international organization. Despite our best efforts, unforeseen challenges may occur. When this happens, promptly communicate with the relevant parties and adjust the timeline as necessary. Additionally, propose alternative solutions or workarounds to address the situation. Demonstrating adaptability and providing options not only mitigates inconvenience but also reinforces our commitment to delivering results, fostering trust and collaboration within our teams and with our clients.

Siempre es bueno que al momento de buscar una solucion para un cliente no solo centrarse en una posible solucion, presentarle un plan A,B y C en caso de que uno no funcione poder proseguir con el otro y asi ahorraremos tiempo en caso de fallo en el camino.

Be flexible but be honest. Do not say you can't meet a commitment, but tell the customer what you can and will do. Understand that your customer feels that their problem is just as important, if no more so, than someone else's problem or issue and they are paying you to work for them. Express empathy (not sympathy) for their situation and let them know you will do your best.

Oferecer assistência além da solicitação de suporte além de demostrar empatia com clientes e colegas, isso melhora a qualidade do serviço prestado, reduzindo tempo de espera, evitando chamados muitas vezes desnecessários e principalmente. ajudando ao bom desenvolvimento dos trabalhos.

As part of any organization, I want to emphasize the importance of offering comprehensive assistance beyond resolving technical issues. When encountering delays in resolution, proactively suggest temporary measures to ensure minimal disruption to your work. Additionally, providing helpful tips or resources demonstrates our commitment to enhancing your overall experience, showcasing our dedication to resolving isolated issues and supporting your broader needs and success. This holistic approach reflects our commitment to exceptional service and customer satisfaction.

We call this "Workaround" at Microsoft support (my current company). Due to the nature and number of Microsoft products I support, I tend to get an avalanche of tickets with delayed resolutions. What I tend to always do, is to proffer a workaround -- pending when the issue gets resolved. Especially if the issue is beyond my support jurisdiction. I always go the extra mile for my customers!

Be consistent. Don’t over-promise and under-deliver. Keeping your word demonstrates respect for your customers. This builds a foundation of trust that allows you to address any future challenges together effectively.

The concept of "Following-through" cannot be overemphasized. In the early years of my technical support experience, I used to be a rebel at following-through with commitments I had with some customers. This caused me a series of bad reviews. If you think or know that you won't be making good your promise, always endeavor to send a notice -- prior to the event time -- to the third party, for seamless support experience. This builds trust in your expertise and also saves the customer time and stress of worrying why you had not call -- as promised.

When you make a commitment to keep your customer apprised of the status and what is transpiring, it your responsibility to follow through. This is your, and your companies reputation at stake. To foster trust and confidence it is critical for your customer to know you care.

Ensuring that you follow through on all commitments regarding time constraints is crucial. If you've promised an update by a specific time, it's essential to deliver on that promise. Completing tasks and providing solutions within the agreed timeframe—or communicating promptly if delays occur—demonstrates your reliability. Following through on your word is a cornerstone of trust and professionalism in technical support, reinforcing your commitment to excellence and ensuring customer satisfaction. Your dedication to meeting deadlines and maintaining open communication builds a strong foundation of trust with your clients and colleagues.

It would be best if you had feedback to keep track of the accuracy of your assessment. You need this to determine if other factors impact your delivery times like lack of resources or your team's expertise.

Post-sale and post-warranty services are crucial for maintaining a company’s reputation and brand name. Regular contact with customers during the post-sale period allows for market feedback and free advertising through satisfied clients. And let’s not forget: ‘Feedback is a gift'.

Keep the stakeholder regularly informed of progress against agreed targets. This can be done with both verbal and written communication. If verbal communication is used , it may be beneficial to supplement with a brief written report.