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Technicians as Educators: How Techs Can Be a Resource for End Users

Technicians as Educators: How Techs Can Be a Resource for End Users

As a technician, you’re comfortable living in your own technical world complete with its own technical language of acronyms and jargon. While the technical talk has become second nature to you, it may not be as well understood by your customers and those using the products and services you work with. Sure, the most important part of being a technician is that your competent in your work, but if you’re not able to be a good resource for those you’re making installations for, then you’re missing a big point of customer relations.

Keeping clients happy means giving them the right education on the technical stuff so that they can competently work, and troubleshoot, with the products they’re purchasing.

Explain The Jargon and Acronyms

Industry jargon and acronyms are an essential part of internal communication but they don’t carry across the lines into the customer territory. VoIP, RSS, PAN, ISP—these acronyms may be basic to you, but for end-users, they may mean absolutely nothing if not spelled out. Even when they’re spelled out they may not give much insight into what they refer to. When you’re installing IT equipment for a client or end user, it’s important that you can translate the stuffy language for them so that they can have a better understanding of the equipment and services they’re receiving.

Address Any Concerns

The best technician addresses any concerns upfront and prepares the user for future troubleshooting as much as possible. In most cases, you can assume that the users aren’t very familiar with the equipment you’re installing, so it’s good practice to make it a point to ask them if they have any questions or concerns. Chances are they do have questions but might feel a little shy or embarrassed to ask. As a technician, you’re the bridge between the service/ equipment and the user. This means being able to give tutorials, make suggestions, and even provide a few tips for common troubleshooting.

Provide a Recap and Offer a Walkthrough

End users aren’t always familiar with the products and services you’re installing. After you’ve finished, provide them with a recap of your work and offer them a tutorial. As an expert yourself, you’re in a great position to educate those end users on what you did during the installation and providing them a walkthrough of the products so that they can be self-efficient once you’re gone. During a walkthrough, you can show them simple controls and even offer some basic troubleshooting options. That additional troubleshooting might save you an extra trip out there later when they are experiencing a very easily fixed issue, and it’ll also put the client at ease with their new equipment.

The technician’s main priority is doing a good job, of course. However, each and every experience you have with an end user can affect how they see you overall. Instead of worrying solely on the task at hand, it’s good practice to keep those end-users involved and educated on what you’re installing/fixing/working with and what they can expect after you’re gone.

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