Dealing with a non-tech client's technical frustrations. Can you find a solution that satisfies them?

Deep listening and Effective Communication is the right behaviors to practice in finding complex solutions for your client/customer(s). I’m talking listening so intently that it communicates care like that of a teacher to a student. The Listening should exude acknowledgment, clarity, urgency and next action. While effectively communicating (cadence/expectations) the client/customers outcome(s) based on the learning from listening deeply.

We often fail in service because we fail to listen. In order for us to provide a solution we must gain the trust of the client; which oftentimes starts by just listening. Empathy can automatically place us in that mindset.

Acknowledge their feelings and validate their concerns. This helps in building trust and calming down any immediate frustrations.

The most important thing is to understand their situation and show them empathy. Explaining situations and troubleshooting steps in a non-technical manner helps a lot in these situations. Adapting to a calm and composed approach will de-escalate the situation.

Being brutally honest. “Setting expectations”, industry experts would say. We often hesitate saying No to customers and this does not provide clear picture for them in a long go Brands who provide clear cut information even if its a “No “ gain more recurring customers with high lifetime value.

One area I have often seen techs fail in is picking up the phone and actually speaking to someone. You can resolve things so much quicker by having a quick back and forth conversation rather than by playing email tennis.

Breaking it down with the user and going through what has occurred step by step (if possible). Straying away from technical terms that may confuse the user. But most importantly, meeting people at their level sometimes as technicians we can forget not everyone goes at the same pace as us, each individual is different!

Simplification is a key. You should simplify the tech information and you need to give examples from our daily routine. Communicate the problem clearly & communicate facts in a simple manner

Having empathy and assuring the customers they are in the right hands wins the situation first. Being a good listener to start with and using simple languages using normal life examples so customers can connect can be one of the best ways to help a non technical clients. Eg. Once I remember when we were retting a mac password instead of telling using recovery mode I used back door to enter into the mac to made a duplicate key to enter the house. It made the client happy and resolved the issue too. So simple things makes a big difference for non technical clients.

Practica la escucha activa. No des por sentado un problema. Deja que el cliente se exprese, porque muchas veces el problema no te lo está diciendo directamente. Testea primero lo más sencillo, muchos errores son errores muy básicos que el cliente ha pasado por alto. Cuando empieces en un trabajo nuevo, SIEMPRE consulta al inicio. Hay muchos manuales y errores que se parecen. Aunque creas que lo sabes, consulta. Invierte tu tiempo en aprender a usar tanto Google como a mecanografiar rápidamente, te solucionará muchos problemas. Mantén siempre un tono amigable y proactivo. Sé directo, claro y respetuoso: El cliente tiene un problema, es posible que esté nervioso. Necesitas que se tranquilice para que coopere y solucionarlo.

Troubleshooting may require asking questions to an already frustrated user. Help the user understand why you will be asking questions. Explain gently that part of your process is to understand and document what happened and what was done after if happened, e.g. if the user took steps to fix it. Ensure the user it is ok if they don’t have the answers before you start asking- tell them it’s ok to say, “I don’t know”. This will remove the pressure if they don’t have the answers.

Breaking down solutions into clear, manageable steps helps demystify the process and reduces anxiety. By walking clients through each stage methodically, you ensure they feel confident and in control. This approach not only simplifies troubleshooting but also builds their understanding and trust in your support, turning technical challenges into learning opportunities.

1. Active Listening: - Let the client express their frustrations without interruptions. - Acknowledge their feelings and show empathy. 2. Simplify the Language: - Avoid technical jargon. Use simple, clear language to explain the issue. 3. Clarify the Problem: - Ask specific questions to understand the root cause of their frustration. - Paraphrase their concerns to ensure accurate understanding. 4. Set Realistic Expectations: - Explain what can and cannot be done, along with a realistic timeline. 5. Provide Visual Aids: - Use diagrams or screenshots to illustrate complex points. 6. Regular Updates: - Keep the client informed about progress and any changes to the plan.

Create a Step-by-Step Plan Outline Actions: Provide a clear, step-by-step plan on how you will address the issue. This can include immediate fixes and longer-term solutions. Visual Aids: Sometimes, diagrams or screenshots can help in explaining steps or solutions.

Patience is a key element of success because it can help people handle challenges, appreciate the present, and achieve their goals. 

Patience is a virtue, especially when supporting non-tech clients and be prepared to repeat information or instructions, and do so without any hint of irritation. Your calm demeanor can have a calming effect on your client.

Patience is vital when working with clients who may not be familiar with technical processes. It’s important to give them time to understand and follow instructions without feeling rushed. Encourage them to ask questions and provide reassurances as needed. A calm, patient demeanor helps reduce their stress and creates a supportive environment where they feel comfortable learning and engaging.

Patience is a cornerstone of stellar customer support. It enables support professionals to maintain composure when faced with frustrated or demanding clients. By affording customers the time and space to fully articulate their concerns, support agents can effectively understand and address the issue at hand. Patience fosters trust, reduces escalation, and ultimately leads to higher customer satisfaction.

A client's demeanor often mirrors your own. If you show frustration, they will likely respond with frustration. However, remaining patient and as calm as possible puts non-tech clients at ease and helps them follow your instructions more effectively. Along with being patient, it is crucial to reassure them constantly.

Always follow up no matter how big or small the task may have been, also call more rather than emailing to follow up! This goes a long way with relationship building

Check In: After the solution has been implemented, follow up to ensure everything is working as expected. Feedback Loop: Ask for feedback on how the resolution process went and if there’s anything more you can do.

Do a review with the customer to understand the usage pattern. Realign the objectives if needed, to help the customer understand more about the potential of the product they purchase

Temos que fazer o acompanhamento para verificar se o problema foi resolvido , isso transmite para o cliente uma segurança muito grande .

Yo lo que me centraría en aprender es tanto el conocimiento técnico de la herramienta que estás usando como para qué se utiliza, por ejemplo, cuando trabajé en asistencia al jugador de PlayStation, no solo conocía una Play a nivel de interfaz y nuestras bases de datos, sino también me informaba sobre títulos nuevos, jugabilidad y demás, precisamente para asesorar al jugador. A parte, considero que un nivel fluido de mecanografía es esencial, a la par que saber buscar en google correctamente. A día de hoy también tenemos la IA, pero sí que me centraría en usar chatgpt-4 y las usaría con mucho cuidado porque hay veces que alucinan un poco. Siempre verifica la información. Yo prefiero Google.

Continuous learning is vital for staying current and effective in any support role. The field of technology and customer service is always evolving, and keeping up with the latest developments, tools, and best practices is essential. This involves regular training, attending workshops, and staying informed about industry trends. By continuously expanding your knowledge and skills, you can provide higher-quality support and adapt to new challenges more efficiently.

Encourage them to learn few things on the go. Educate they it might be handy for them. If something of less relevance, always educate the client, they can ignore learning about it rather than explaining every details which may bring down their confidence.

Knowledge is always power when you empower the client to understand that changed their perception and he knows he may open them to want to learn more about the tech

Kontinuierliches Lernen ist wichtig, um stets auf dem neuesten Stand der Technik und Best Practices zu bleiben, die eigene berufliche Entwicklung voranzutreiben und sich an wechselnde Anforderungen und Herausforderungen flexibel anpassen zu können.

It might feel better to vent, but seriously, stop labeling our client & start supporting them. Recognize their frustration & understand the problem from their perspective. Attitude is everything. Your client is frustrated. Why? What can you do to solve that? Focus on translating their language into actionable solutions. Remember, they are undoubtedly technical in some field. For instance, you wouldn’t go to a car mechanic if you knew how to fix the car yourself, just as you go to a doctor for expertise you can’t provide for yourself. Be that awesome professional transforming issues, concerns, & frustrations into solutions. Let us vie every interaction as an opportunity to build trust, ensures productive, respectful service excellence!

I believe the other 6 perspectives are important. However, I like to give just a bit more information than necessary to help build a knowledge tree to hang the solution on. Then the clearly communicated step by step instructions will not only help a customer now, but stay with them longer.

Make sure to keep an eye on yourself as well. Sometimes I can get lost in the clients issue and it can get into my head especially if the client is complaining or angry. It’s okay to take a step back and collect yourself before you continue. The worst thing you can do is get stuck inside your head and begin teaching the wrong thing to the client.

It begins with actively listening to their concerns, asking clarifying questions, and acknowledging their frustrations. Empathy is crucial in this initial stage, as it helps to establish trust and understanding. Next, gather relevant information about the issue, including screenshots or error messages, to gain a deeper understanding of the problem. Explain the technical issue and potential solutions in simple terms. Collaboration is key in the problem-solving process. Involve the client in the decision-making process, ensuring they feel heard and understood. Take the opportunity to educate the client on how to prevent or resolve similar issues in the future, further solidifying your working relationship.

Dawn- I totally agree. I can’t expect the guys fixing out in the field fixing valve pumps or mixing gasoline to come back into the office and know how to update the driver for the printer that windows updates just broke. Instead of just listening to what my clients are talking to me about I try and really hear what they are saying. I will then develop workflow or documentation based on that.