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.