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.