7 Ways to Get Better Tech Support
computing, tech support August 18th, 2007At one point or another, you’ve been frustrated with a computer problem and needed to reach out and call the tech support line. It’s possible you would rather have your fingernails pulled out, one by one, than talk to a help line person. It doesn’t have to be a bad experience if you follow these 7 suggestions:
1. Relax. The person you’re calling is there to help you and probably will do a good job of it. Give them a chance. Avoid screaming and ranting, as that tends to get the support person’s back up against a wall and that won’t do either of you any good.
2. Take good notes. If you are calling because you received an error while using a program, it’s extremely helpful to write this down. You can even take a snapshot of it for reference (CTRL+Print Screen, then Paste into MS-Word). Your problem can be solved much quicker if you have the entire message handy.
3. Patience, Grasshopper. Understand that the person you are calling likely has other customers or clients in the queue already. Try not to jump ahead, claiming your problem is an emergency. Most of our calls are emergencies. That’s why we get calls. You not only frustrate the tech support staff, but you also force other people to wait. If you were in the queue already, would you want someone else trying to nudge ahead in line?
4. Show respect. It takes a healthy amount of education and training to provide good technical support. A common complaint among my colleagues is that we do not feel our profession is well-respected because society thinks "anyone can do it." Doing it, and doing it well are polar opposites. Trained professionals do it exceptionally well.
5. Ask for training. Many computer problems can be avoided with a little user education. Don’t be afraid to admit you don’t know how to do something. Use your problem as a learning opportunity. Good technical support staff will offer additional help past the point where an immediate problem is resolved. It never hurts to ask, and it shows you are willing to learn and minimize your computing problems down the road.
6. Fess up. If you’ve tried and failed to solve the problem on your own (and perhaps made things worse in the process), it helps to know what transpired. Often, we can reverse-engineer the problem, which almost always leads to a faster solution.
7. A little humor never hurt. We all know how stressful computer problems can be. Try to take the edge off and use a little humor. It sets both parties at ease and usually leads to a more satisfying experience for everyone.
Stumble it!
October 17th, 2007 at 11:01 am
Thanks for the helpful tips! It’s so easy to get frustrated. I like to think that I followed all of these tips during my latest call to Dell Tech Support. However, while everyone I spoke to was friendly, the results were very frustrating!!!
http://beth-amomslife.blogspot.com/2007/09/dont-even-get-me-started.html#links
October 17th, 2007 at 11:06 am
@ Beth — You are one of many who experience tech support hell, and that’s a shame. It doesn’t have to be. I should write an article about how to GIVE better tech support! Dell could use a reminder sometimes, eh?
October 17th, 2007 at 2:43 pm
The quality of the tech support varies a lot and differs between companies. I never mind calling Comcast because they are always friendly, patient, helpful, and actually interested in solving the problem. I cannot express how much I loathe calling Vonage for any reason. The only reason I haven’t called to cancel is because in order to withstand a phone call with them I must first fortify myself with coffee, a good joke, at least twenty minutes of breathing exercises, and a pint of Ben ad Jerry’s Creme Brulee ice cream. After the call, I cry.
October 17th, 2007 at 2:56 pm
Good tips–I posted on customer service calls too. I currently have Earthlink as my internet provider even though it’s not the cheapest option because their C.S. staff is fantastic.
October 17th, 2007 at 4:07 pm
@ Marie — Funny! Yeah, after all that fortification, it’s still possible to hang up and want to cry. I just can’t understand why the state of tech support has to be this way. You shouldn’t need to “prepare” for a phone call. It should just be a normal pick-up-the-phone and get your problem resolved thing.
@ Sahmmy — People too often overlook the CS aspect of making an ISP purchase (or any kind of big purchase, really). If the company leaves you high and dry at the first sign of a problem, they’re not worth it. Better to pay more to get better service.
Thank you for dropping by!