For many people, working with technical support is not easy. But it doesn’t have to be difficult. There’s a big difference between “not easy” and “difficult.” And if you’re part of the problem in making things difficult, you’re not helping your computer any bit to get better.

Thus, there are several things you can do to help make talking to tech support less painful for both of you. Besides, it’s a win-win situation if the technician repairs your computer while he or she gets another feather in their cap for a job well done.

Be fully prepared before calling

Before you pick up the phone, make sure you’re prepared to explain your problem, CLEARLY. The better prepared you are, the less time you’ll spend talking. For instance:

  • If you have an error message, read the error message verbatim to the technician, no more, no less.
  • Be more specific on what is wrong with your computer and what it’s doing? “It just doesn’t work” is too vague.
  • When specifically did the problem start?
  • Did anything else happen at the same time the problem started?
  • Have you done anything to troubleshoot the problem?
  • Did any other changes occur during the problem?

Communicate clearly

Working with technical support is all about communication. The entire reason for your call is to communicate to the support person what the problem is and for them to communicate back to you what you need to do, or what they need to do, to fix your problem. Regardless of who or where the technician comes from, a lot of needless confusion and frustration can be prevented if you talk slowly and enunciate properly.

Be very specific

You may be well aware of the trouble your computer has been having but the tech support person is not. You have to tell the whole story in as much detail as possible. It won’t hurt if you describe slowly and in clear and concise detail.

Repeat the details

Another way to avoid confusion when communicating is by repeating what the person has instructed you to do. For example, if the tech support advises you to, “Click on x, then click on y, then select z.” You should repeat back, “Okay, I clicked on x, then I clicked on y, then I selected z.” This way, tech support is confident that you completed the steps as instructed and you’re confident that you fully understood what was asked to be done.

Don’t get emotional

No one likes frustrating computer problems. Getting emotional, however, solves absolutely nothing. All it does is lengthen the amount of time you have to talk to tech support. Since the technician on the other end didn’t design or manufacture your computer, keep in mind that their job is to repair what needs to be fixed. Period.

Get a “Number”

It might be called an issue number, ticket number, reference number, or incident number. Every modern tech support company uses some kind of ticket management system to track the issues that they receive from their customers and clients. The technician logs the details of your call in the ticket so the next person you talk to can pick up right where you left off on the call, just in case you need to call again.


This entry was posted by Staff Writer on Friday, January 6, 2017 at 6:08:33 AM and is filed under Mixellaneous.

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