Are You Focused On The Problem Or The Person?

When you think of companies that “wow” you with their customer experience, who comes to mind—Lexus, Apple, or Neiman Marcus? These companies have a brand experience that exudes quality and craftsmanship.

People pay a premium for their products and become loyal users because when they have a complaint, they are treated well! Compare that with your typical call for tech support and think of how you feel. You’re having an issue with your computer or software and you are placed on hold or worse, your problem is not solved.

You call support, and after you explain that you’re on deadline and can’t finish your project because of the issue, the very next thing the support rep says is “How is your day going?” What? Did they even hear what you said? At the end of the day, it’s easy to feel defeated from being treated like a transaction, instead of a person.  If this sounds familiar, you’re not alone.

At Canvas IT, we are committed to raising the bar for tech support to focus on the client experience. Too often support desk agents follow a script that leads them to a path of resolution as quickly as possible, leaving the customer feeling numb and frustrated in the process. We believe you deserves more than this!

After studying how companies like Google hire, we are working with an industrial psychologist to overcome the “all too familiar” trend in call centers.  By blending science, psychology and a little bit of art, we are moving away from viewing support calls as only transactions to finish and instead are focusing on the person as well as the problem.

We believe everyone deserves a human touch, and we can change the world for the better by providing it. Customer experience begins the moment we interact meaningfully with another person. To do that, we strive to:

  • Be 100% focused and present
  • Be intentional with our words and actions
  • Provide a work environment where our employees thrive

When there is a synergy between concern for the customer as a human being, not just the next number in the queue, along with excellent knowledge of technology, we can resolve tech support issues quickly and in a manner that gives dignity and respect to every person we speak to.

In upcoming blogs, we will explore this theme and share our insights into what makes a customer experience a human experience, and how we are striving to disrupt the status quo of the typical customer experience.


Micah Laughlin

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.

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