How to Get the Best Service from Tech Support

Anyone who uses a computer will need to call tech support sooner or later. Whether your tech support comes from an ISP, a company IT department, or a computer manufacturer, there are several things that you can do to make the call much easier for you and the IT professional on the other end of the phone. Speaking as someone who has done quite a bit of tech support, I can say for sure that following these general guidelines will not only result in a less stressful call for both sides, but it will make the technician on the other end of the line much more able and willing to help you with your problem.

Difficulty: Easy

Instructions

1. Reboot your computer at least once before you call and make sure that the computer is plugged in and turned on. This may seem like an obvious place to start, but it’s amazing how many tech support calls are solved with a simple reboot or by ensuring that the computer is plugged in and turned on. The technician isn’t trying to be mean when he or she asks this first; it’s nothing more or less than the most likely solution to most problems.

2. 

   Be polite! You don’t have to flatter the tech, but please try to at least be polite to them. It’s not their fault that your computer is having a problem, and they will care a great deal more about helping you fix the problem if you’re not verbally abusing them while they’re trying to do their job.

3. Don’t be offended when they ask you basic questions, give you very simple instructions, or try to explain things in very simple terms. They’re not insinuating that you’re not of proper intelligence or incapable of using the computer yourself, but tech support professionals take quite a few calls from people are quite literally computer illiterate. They are immensely grateful when they get to speak with someone who isn’t, but they can’t assume anything until they are sure.

4. 

   Follow the instructions you are given. There are few things more frustrating to a tech support person than, after asking you to do something, having to start all over again because you went off on your own. Unfortunately, some tech support is done off a script because the procedures for diagnosing certain problems are very concrete. Better IT service people don’t use scripts, but is still quite frustrating when they lose their place.

5. Be open about what is occurring and explain what you see and do to the best of your ability. They don’t expect you to know all the jargon and what exactly is happening, but it is very helpful to them if you do not withhold any information. If they ask you a question, answer it to the best of your ability. They understand that you are frustrated, but asking the same question over and over without following any of their steps or answering any questions doesn’t help anyone.

Tips & Warnings

• Unless the tech support person asks you to click the right mouse button, it is always going to be the left. Don’t ask.
• If the problem is affecting more than one single computer, say so up front. There is probably a wider issue that needs to be addressed that is unrelated to just your computer.
• Most of us really do care about fixing your problem. Being aggressive and impatient will change that.

[Kallicat]

on 1/10/2009 Doing exactly what the tech says is important.

[sunshine11219]

on 1/5/2009 great advice

[keepingitsimple]

on 1/5/2009 Great advice for a typically frustration situation! 5* and a recommendation!

[taskeinc]

on 1/3/2009 Steps 2 and 4 are on point .. I've been in tech support for quite sometime and you are correct, if someone is ranting and raving I don't want to help them, but I will quickly neutralize the situation .. and Step 4, when people start doing things you DID NOT ask them to do, does make your job a little harder .. makes you want to ask them "if you know what to do, then why are you calling" .. now "shut up, and listen to my instructions!" (that's what I want to say) ... I am actually typing this comment as I am working one of my 2 tech support jobs .. Great Article!

[Sidhartha]

on 1/3/2009 hahah I totally know how you feel. great article.