Sage Blog

In my role at Sage as a Technical Support Advisor I talk with customers on a daily basis; if you’ve got SageCover and have ever called for support maybe I’ve even taken your call!  Whether I’m talking to the MD of a large company or to a sole trader they all have one thing in common, they are all people. 

Andrew Redhead, Technical Support Advisor

I find the one to one communication of my phone based role to be the most satisfying thing as it allows me to really get to know the customer.  I have over the years really enjoyed the way calls have naturally flowed while working through calls.  If there is a section of the call that allows it I often have a conversation around how their business is doing, the challenges they face and what their interests.  I have heard about the good and bad parts of their life, we have laughed but thankfully never cried. 

The feeling of working through a problem with a customer to find out what has happened, and then giving a solution that the customer is happy with really makes me feel valued.  I also have the power to change someone’s day for the better. 

If a customer has been trying to solve a problem for hours before they ring us taking the time to get them back on track and make sure they know where they went wrong can save them from hours more problems that can be avoided.  

The thing that makes talking with customers interesting though is they are all different.  They have to be treated differently and have different needs.  You can never assume that you can answer the same question twice in the same way and get the same outcome.  This means no two calls are the same and there is always a new challenge just around the corner.

Written by Andrew Redhead, Technical Support Advisor