5 Ways To Improve Customer Service for Baby Boomers
By: David Litt 08/19/2015
Let’s face it; the IT world is moving at a rate that’s tough to follow, even for those who follow the industry almost religiously. Coming from a generation that doesn’t rely heavily on technology trends? IT comes across as a completely different language, and the entire realm of technology solutions is simply too inaccessible. This is a shockingly overlooked issue, too, as Baby Boomers comprise a large share of the IT market. IT companies owe it to their clients to make the industry more accessible, and here’s how they can start.
Remove the Jargon
If the entire world of IT solutions is inaccessible, what does exclusivist language do to solve the problem? Absolutely nothing; it only further alienates clients. Obviously, intracompany language is important, and without it, the entire system slows to a grinding halt. That said, if a degree in computer science is required to understand what is being said, it’s time to tone down the jargon and speak in simpler terms. Customer service is about ensuring client satisfaction; it’s not a crash course in IT services.
Say It As Simply As Possible
Proper communication requires information to be easily accessible, but an oft-overlooked aspect is efficiency. More often than not, clients want to know that the problem is being resolved. Should they require an extensive narrative regarding the process, it should be provided, but simply outlining the process and filling in any necessary gaps is a great start that typically satisfies most Baby Boomers. Remember - customer service is about smiling and being informative, not about lecturing clients.
Go At Their Speed
When it comes to solving IT issues, speed and efficiency is paramount to success; no one can (or will) deny it. Customer service, on the other hand, requires some patience, especially with Baby Boomers. It has nothing to do with a lack of intelligence by any means; rather, IT involves some complicated concepts that occasionally need to be explained, but comprehending them can be a challenge for any audience. Take as much time as necessary to ensure total comprehension, ensuring that customers know that the issue is being resolved properly and effectively.
Communicate As Closely As Possible
Impersonal communication (such as email) is the bane of serviceable customer service. If the options exist, opt for a call or, better yet, face-to-face service. The most common complaint about IT service is how impersonal and distant it feels, and speaking to the client as if they’re real people with real needs works wonders for improving customer relations. Because it’s such a tech-centric industry, too, being available to speak with customers completely disrupts the antiquated communication standards followed by so many IT firms.
Finally, when explaining an issue to a client, analogies can make a complicated issue come across as an approachable and understandable topic. It also goes a long way in clarifying what can and can’t be done, creating realistic expectations for customers who would have otherwise remained in the dark. Fewer false expectations clears the air, allowing customer communication to be easier, more approachable, and more efficient.