Communication is the cornerstone of successful IT support.

If your task is to provide IT support to your customers—whether that means colleagues from “business” divisions or customers you support as an IT vendor—here are six recommendations to improve your success.

1. Sharing information with the customer

What to share? How often? Is email, a call, or an in-person meeting better?

Every customer expects and requires a different level of information. You need to assess the customer correctly.

The answers to these questions differ for every customer because each expects and requires a different level of information.

What matters is that the customer has enough information to trust what you are doing and that you act in their best interest.

On our projects, we have found it useful to set up regular contact between the project manager and the customer, where they review current requirements each month and set the further direction of support. Getting feedback is essential.

Because without feedback, how could we provide a service both sides feel good about?

2. Every contact with the customer matters

Do not underestimate any form of communication with the customer.

It is standard that every support team member who interacts with customers must know the rules for email and phone communication.

But what about other channels? Ensure your support understands the importance of ANY communication.

There is a difference if a customer trying to reach you receives an SMS that says:
“Can’t talk, I’ll call later.”
versus
“Hello, I’m in a meeting right now and will get back to you when it ends. Thank you, Lucie.”

Which would you prefer?

Definitely the second.

3. Keep improving information sharing in the team

Effective transfer of information and knowledge is one of the most important conditions for successful support.

It not only preserves and passes on information but also strengthens team collaboration, which is invaluable when identifying the root cause of an issue.

We have found it useful, in addition to regular team meetings and email, to use SharePoint Wiki, which is available to all team members from anywhere without special apps or tools.

4. Does your team understand what you want from them?

Most managers know what they want from their people. They just do not bother to say it in a way that is understood. They assume people should already know.

My advice: “Do not assume. Verify.”

When setting goals, make sure they are understood from all sides so everyone knows what good performance looks like and what they are responsible for.

Do you know what confirmation bias is?

It is the tendency to primarily seek confirmation of what people already think, and it obstructs understanding when defining goals.

When setting goals, you need to ensure they are understood from all sides.

How to confirm you are on the same page?

Set aside the question “Do you understand?” It is not suitable because people tend to nod even when they do not.

Instead ask, “What will you do first?”

Do you understand?

Do not lose the joy of the game.

5. Enable people to acquire knowledge and use it in practice

The IT world changes so fast that a company which does not allow employees to access new information walks a fine line.

Give employees regular access to trainings, conferences, workshops, or at least webinars.

And let them choose the trainings that interest them.

They will enjoy them more and share knowledge with the rest of the team.

Right now we are sending two team members to a conference in the USA, and I believe it will raise their joy for a long time.

6. Feedback first

It is understandable that positive customer feedback brings joy and motivation.

It is also important to value negative feedback.

Negative feedback means the customer wants to change the current situation. It means they do not let dissatisfaction silently grow until they leave without a word.

Treat it as a source of valuable recommendations and always respond in an appropriate time. The sooner you respond, the less the negative opinion takes root.

And what never to do? Do not let it fade away.

Lucie Šimková works as a Project Manager Junior at Blue Dynamic.