In business, style and substance are important. You can get by with the latter but having the former is what sets you apart. It’s a fact not lost on Nutbourne’s Danuta Lace. “Most IT support companies can fix your problems, “she says. “What counts is how you go about fixing those problems.”
Danuta’s is a rare blend of skills. An IT hobbyist turned pro, she spent the first part of her career working as a customer service exec in the hospitality sector, before making the leap into IT support. It’s the ideal scenario for someone that’s as good with people and as she is with machines.
“You have to remember that the person on the other end of that phone is just that: a person. Sometimes they’re anxious or worried or panicking. My first task is always to reassure them. Once you establish that connection, it’s easier to fix their problem and in that respect, it’s a very rewarding job. It’s great to be in a position to help people.”
For technically-minded people, it can be difficult to balance the technical and customer service aspects of IT support, a fact that Danuta acknowledges.
“It’s not easy for some. I’ve met people who are technically great and can fix whatever is thrown at them, but they can’t speak with you on the phone, or even in person.
“So, in my opinion, what matters most about what we do is the tone and the manner in which we talk to people. Reading the way they react, and adjusting accordingly.
“Fixing problems is one thing, but doing so in a way that makes the customer feel good is what makes us different.”