If you cringe when someone says “customer service,” IT may not be the thing for you. In my side work as a technical consultant, service is a large part of my position – I would say as much as 60%. And really, the goal of IT is to add value to the business. You can’t do this if you make the customer feel incompetent, if you appear incompetent to her, or if you stress him out just by being there. There are numerous frightening stories out there about bad CS, and I would suspect that many a business has been damaged or destroyed because they didn’t care about the customer.
And customer service doesn’t stop with the customer – direct reports (and perhaps supervisors too) are customers. My current supervisor is awesome – he feels that we need to provide incredible customer service and top-notch issue resolution. Beyond that, most things are very flexible and common-sense. He empowers us to make decisions about the issues we face, even in an entry-level position (which is especially important with me being some 2000 miles away). It’s so logical. I know not all managers are like that, but it makes for a great working environment here.
This is the last post in this series. Thanks to all of you who came back and read the whole thing. I will still be writing on tech topics, so keep coming back! I’m always on the lookout for other tech blogs, so if you have a site of your own, let me know in a comment and I would love to check it out! By the way, don’t put more than one or two links in your comment – WordPress automatically blocks comments with too many links.