This article is the fifth and final installment in a series entitled “How to Get the Most Out of Your Tech Support Calls,” and aims to provide information to help you have the best conversation you can with your technicians, so that you can get your problem solved right the first time. Click here to read Part One, Part Two, Part Three, or Part Four of the series.
Imagine this. It’s still Monday afternoon, and you still can’t open that important report. You’ve performed your self-troubleshooting steps, have gathered the appropriate information, have clearly communicated with the tech, and actively listened, and you’re about ready to get off the phone.
But what if you’re not happy with the outcome? What then? And, what information do you need to get from the tech, in case you need to call back?
When Support Cannot Help
Understand that in the rare occasions when a technician cannot help you, it’s often not their fault. Technicians are just employees, and as such they are bound to their company policy. If a tech cannot accomplish what you are requesting, don’t take it out on them. Instead, politely ask to speak with their manager or someone higher up, explaining that it isn’t them, and that their service was fine, but that you would really like to speak with the manager.
If it’s one of the rare instances when you really do feel that the tech was at fault, don’t take it out on them. Instead, politely ask to speak with the manager, and when the manager gets on the phone, explain your concerns. Request to speak with an upper level tech, if possible.
Get Your Follow Up Information
Hopefully you’re call with tech support resolved your issue. However, don’t rely on the fact that everything seems to be working now as proof of fixing the problem. Instead, make sure that you get proper contact and follow up information, in case you have to call back about the same issue.
Important information to obtain includes your tech’s name and ID / Badge number, and a ticket number. If possible, attempt to identify the location of the call center, but know that by company policy, the tech can’t always divulge this information.
Also, remember to verify the phone number, just in case. There may be a better number for you to call to get direct service.
This concludes our series on How to Get the Most Out of Your Tech Support Calls. Our aim was to empower you with the skills you need to have a productive, flourishing conversation with your technician, so that your call time is reduced, and your problems are resolved quickly, the first time.
This article is the fourth article in a series entitled “How to Get the Most out of Your Tech Support Calls,” and aims to provide information to help you have the best conversation you can with your technicians, so that you can get your problem solved right the first time. Click here to read Part One, Part Two, or Part Three of the series.
Imagine this. It’s still Monday afternoon. While you still can’t open that important report, you’ve performed your self-troubleshooting steps, have gathered the appropriate information, and have clearly communicated with the technician.
However, talking to tech support isn’t just about being good at giving information, you also need to be good at receiving information too. Your technician is there to help you, they want to help you, that’s their job, but in order for them to do their job, they need you to be an active part of the conversation. This means listening to what they are telling you, and following the instructions to a tee, and asking questions when you don’t understand.
One of the most important skills for talking to tech support is being able to be a good, active listener. To do this, simply repeat back, or paraphrase what the tech told you.
“Okay, so I right clicked on Computer, went to Properties, and now I’m in the Device Manger.”
Feeding information back to your technician this way
shows that you listen, and also helps your tech understand exactly where you ware, what you’re looking at, and how you got there.
No Conclusions, No Second Guessing
Equally as important, is not second guessing your technician. It is okay to ask questions, and to help gain a better understanding of what they are telling you, but don’t just assume that you know what they are going to tell you.
Once you receive instructions, follow them, inform the tech of the progress, and when the task is complete, wait for additional information. Don’t jump ahead and try to fix or do something else while you’re waiting, you’ll only end up frustrating yourself and possibly confusing your technician.
Mastering these easy listening skills, along with the good communication skills, will go a long way in bettering your tech support conversations so that they are more productive the first time, reducing your need for additional support calls.
So, what if the tech can’t help, or what if you need to follow up afterwards? Stay tuned for the next, and final, installment of How to Get The Most Out of Your Tech Support Calls, Part Five: Alternate Resolutions and Follow Up.
This article is the third article in a series entitled “How to Get the Most out of Your Tech Support Calls,” and aims to provide information to help you have the best conversation you can with your technicians, so that you can get your problem solved right the first time. Click here to read Part One, or Part Two of the series.
Imagine this. It’s still Monday afternoon, and your important report still won’t open. You’ve performed your self-troubleshooting steps, and gathered all the important information you need. Now it’s time to pick up the phone and call tech support.
But, before you just hop on the phone and try to explain your problem, make sure you are in the right state of mind. Here are some tips to help you clearly communicate, so that your problem is sure to be resolved the first time around.
A Quite Atmosphere
If possible, try to be in a quiet, non-distracting area before you call. This could be as simple as closing your office door, or setting up a do-not-disturb sign before you get on the phone. Regardless, you want to make sure you are in an environment where you aren’t distracted, and where you and the tech can easily hear one another.
Don’t Get Emotional
Just as you should calm yourself before you get on the phone, make sure you stay calm throughout the phone call. In many instances, getting upset is counterproductive; not only will you probably upset the tech trying to resolve your problem, but you’ll probably also forget any important information because you’re more focused on your emotions.
Don’t Call for Someone Else
Whatever you do, try to refrain from making support calls for other people, even the boss, unless the person is able to sit with you while you’re on the phone with the technician.
Making calls like this is often difficult, frustrating, and time consuming, because you don’t have all the information needed for tech support to get an accurate picture of the image.
Additionally, the technician will inevitably ask you a question that only that other person will know, and if they aren’t there, the only thing you’ll be able to do is tell the tech you’ll have to find out and call them back.
If you absolutely have to call for someone else, make sure that person is onsite and available, preferably sitting right next to you, when you call. This way, you can ask questions and particulars, and won’t have to play the guessing game.
However, clear communication also includes good listening skills. Stay tuned for How to Get the Most Out of Your Tech Support Calls, Part Four: The Importance of Listening.