The Dirty Secret About Tech Support

A Wild Question

Image Credit: f-oxymoron

There’s a secret about tech support that is rarely talked about, but which could help you greatly – that is, you only get out of it what you put in.

A technician’s job is to help you resolve your computer problems. They want to help. That’s what they are there for. But, they can only go by the information that you give them. When you are vague, are aggravated, or don’t report problems, it makes it very difficult for the tech to do their job and help you.

With tech support, communication is key. What you say and how you say it affects how the tech diagnoses your problem.

Below are a few things to help you better communicate your needs, allowing you to have more productive conversations with tech support.

Remain Calm

It’s understandable that you are frustrated. Your computer isn’t doing what it’s supposed to, and is impacting your ability to work. However, your energy affects others, and your frazzled nature could frazzle your technician as well.

That’s why it’s important to calm down and relax before you call tech support. When you are more relaxed, you are better equipped to communicate your needs, and more likely to remember more about the situation.

Before you pick up the phone and call, take three long, deep breaths. Calm and center yourself. Visualize a pleasant experience; visualize your computer working and your issue resolved.

Call once you are calm and able to clearly communicate your needs. Use the suggestions recommended below before you call to help gather the information needed for tech support.

Recall Small Details

When talking to tech support, it’s important to tell them exactly what happened. This includes everything you were doing at the time, down to the smallest detail. It may seem insignificant to you, but it could be a vital clue for your technician.

What happened? What programs were open when it happened? Did you download something before that point? Did you do something else immediately before that point? What did you do after it happened?

The more details you reveal surrounding the event, the better equipped your technician is to fix your problem. So go ahead, bother them with all the gory details.

Recap the Facts

When the problem occurred, did you get a specific message? If yes, write it down word for word when possible. Most error messages will remain on the screen until you click okay, so before you just hastily click the button, jot down the entire error message.

If the message flashes on and off the screen, try to determine what it looked like. For example, details like “the screen was blue with white writing, and then my computer rebooted” helps your tech diagnose the problem.

These are just a few ways to help your conversations with tech support be more productive. Remember, technicians want to help! That’s why they’re technicians. By remaining calm and telling them exactly what happened, you can help reduce your downtime and frustration. You may even find that calling tech support is a pleasurable experience. (We think it should be.)

Got a tip for talking to tech support? Leave us a comment!


Julie Strier is a freelance writer who wants to help you get the most out of your conversations with tech support. Email: julie@mybusinesswriter.com. Website:www.mybusinesswriter.com.

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