Today’s IT professional must master two skill families in
order to be successful. The first is
technical skills and knowledge. That part of IT education is obvious. Without a solid technical
understanding, you simply can’t do the job.
The second is gaining skills for customer service in IT: An ability to understand, get along with, and influence
people. Even though our jobs are indeed
technical in nature, the human component is always present and it’s often the
most challenging part of our jobs. We
may have the technical knowledge to help an end-user, but if they’re angry,
frustrated, or otherwise upset, it’s our people skills that allow us first to
manage the situation successfully. Then
we use our technical skills to solve the technical problem.
Here's a video I just recorded about the other skill set required for success in I.T.
Not only do our people skills help us in our one-on-one
interactions with our end-users, they also help us deal with organizational
politics: how we interact with other people, both individually and in
groups. By mastering people skills, we
can learn to successfully navigate the political landscape in the office to
gain credibility with our co-workers, our end-users, and our bosses and, most
importantly, gain their support behind our backs.
For information about my customer service for IT class one-day seminar, visit www.soundtraining.net/customer-service-training.
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