I feel like everyone in Information Technologies should take a crash course in customer service. It's one thing to be a good technician. It is a completely different thing to provide good service.

Slow down. Talk to people like they matter. Talk to people like they are important. Talk to people like you want to help them.

As I listen to most technicians assigned to customer support, they fail to do these things. They speak on the phone as if they're in a hurry to be done with whatever they're doing. They don't take time to build rapport, or gain the user's trust, and confidence.

I've always said, technology is 10% fixing technology, and 90% understanding there is someone who depends on this technology who might be feeling frustrated, disregarded, angry, or simply inconvenienced by a problem. Understanding how to alleviate those feelings, and help them understand that you are there to assist them goes a lot further than just quickly fixing their problem, and then abandoning them again. Or acting like you know everything, and they know nothing. Or complaining to them about how tough your job is, and how dumb other people are, when they were probably just thinking the same about their job, and the IT department that you work for.

Maybe businesses should put more effort into having classes for emotional intelligence...