How to Make a Tech Support Call Less Painful

We rely on computers, software and other electronic devices each day, but they do break down. Every company maintains a tech support team to handle problems and guide the customer through a process of resolution. Gathering pre-call information and preparing for a potential long holding period while on the phone helps makes the call less painful.

Instructions

Difficulty: Easy

Things You’ll Need:

• Favorite drink
• Paper and pen
• Support documents
• Phone number
• Speakerphone
• Headphones

1. Take care of any important non-related home or office matters before you call tech support.
2. Grab a favorite drink or snack before the call for any long holding time.
3. Write down details of the problem or error messages before you make the tech support call. Include the steps you took to bring up the message.
4. Know computer or device operating system, model number and serial number before you phone. If the device doesn't boot up, look for a label attached to the machine for this information or check out any support documents that came with the device.
5. Spend time to resolve the issue before you call, write steps taken with results. Look for a troubleshooting section in the hardware or software for possible solutions, go to the company's website and search their knowledge base or paste the error message or problem in a search engine for manageable solutions.
6. Put the phone on speaker or plug in headphones to free your hands to type instructions from the support rep.
7. Gather paper and pen to jot down the solution from tech support. Remember to write down the date, complaint ticket number and name of the support rep for future reference.

Tips & Warnings

• Make a printed copy of support phone numbers for your electronic devices and software then keep them for easy access. This lessens the pain of looking for a number when you can't bring up a computer.
• Find a solution without making the stressful call by going to the product's website for a live chat or email details of the problem. See the contact page for email support address and read their response time, typically within 24 hours. The problem might be simple and quick to resolve on your own.
• Locate any software version from the "Help" tab after opening the program. Click "About" then write down the name and version number to quicken the process when on the phone.
• Relax, keep focused and have a respectful conversation on the issue with the representative.
• Avoid arguments or unnecessary comments about the product.

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