In last month’s newsletter we introduced the Four Pillars of Mytech. As someone in a technical role I always look for ways to make things more efficient and while I can list all 12 of our values, the tech in me is happy that Mytech has established 4 pillars. This month I want to focus on our first pillar: Communication. Communication isn’t just about a transfer of information but also about doing it in a clear, concise and effective manner. Our newsletter frequently focuses on a specific employee at Mytech, but this time I’d rather talk about a team: the Help Desk.
Of our Four Pillars, communication is the most important on the Help Desk. From the start of a ticket to the end we are striving to do equal parts communication and technical work. The result is always the same – we resolve the problem. The means, however; are where we want to set ourselves apart. Keeping everyone in the loop while we resolve a problem manages expectations and indicates that the problem is still our priority to resolve. A phrase frequently used around the office is to “humanize the exception” as attributed to Mytech’s Jason Rood. As a team lead I spend every day talking to our clients as well as my coworkers and in many cases both occur simultaneously. This makes effective communication very important for us to deliver a high quality of service.
Mytech found an effective way to develop internal communication with the help of Dr. Larry Little’s “Make a Difference” training that all employees participate in. For those who are unfamiliar, “Make a Difference” outlines defining characteristics in various types of individuals with the goal of improving communication. By understanding individual personality traits we know the best way to communicate with each other. This leverage means more effective and mutually agreeable communication.
External communication is also very important and we have learned to communicate more effectively with our clients. When dealing with IT most people aren’t interested in the technical details as much as what those details mean for their business. A challenge that we face is translating tech speak into something meaningful for our clients. The best way to accomplish this is to not just talk at someone but to also listen. Communication is a two-way street, and here at Mytech we have learned that communicating with our customers is as much about listening as it is about speaking.
As a final note on this topic of communication, we now include surveys on service tickets which we use to listen to customer feedback and focus on areas where we can improve.