How to Impress Technical Support Customers [Infographic]

The customer facing staff may make or break the reputation for your organization. The way the technical support staff greet a customer, escalate tickets, transfer calls, and use open- and closed-ended questions, affect the image of the IT organization as a whole. This infographic from HDI shows how you can impress the customers from the technical support perspective.

Source: 5 Ways to Impress Your Technical Support Customers

Investing in soft skills training is not a luxury. It helps IT service organizations to embrace change and bring higher value experience for the customers. If you offer IT training and consulting, you can help your clients round-off a customer service culture by offering HDI training and certification.

HDI is the first professional association created for the technical support industry and to date, it remains the leading source for help desk/service desk/support center emerging trends and best practices. Built upon globally recognized industry standards developed by an international committee of industry experts and practitioners.

In partnership with HDI, the world’s largest professional association and certification body for the technical service and support industry, ITpreneurs offers a wide portfolio of certification and training for the technical service and support industry.

Looking to Enrich Your Customers ITSM Journey?

Join our live webinar ‘How HDI Helped One Organization Achieve Service Excellence’ presented by Rick Joslin, Executive Director of Training and Certification and Cay Robertson, Manager, Service Desk and Access Administration| President – Tampa Chapter at HDI.

Connie Tai
Connie Tai is head of products and solutions marketing at ITpreneurs, and engages with training and consulting companies to understand how they can best leverage ITpreneurs portfolio and capabilities. To share any feedback or ideas, please write to her at