How to get the most from calling Tech Support

Simple tips to get the most out of your tech support call.

Difficulty: Moderately Easy

Instructions

1. Have an idea of what you are asking.
   
   You won't get good results if your questions are too general. For example, instead of saying that your computer is slow, pick out when it is slow and tell them.

2. Explain what is stopping you.
   
   Be sure to explain what happened, then what you were trying to do. Saying that your internet connection is down and stopping you from accessing email is more helpful than just saying you can't check email.

3. Start out with good information.
   
   Tell them the problem and the steps you took at the beginning of the call, be brief, if they want detail they'll ask for it.

4. Be prepared for simple questions.
   
   Many companies require employees to ask a standard set of questions. Answer them truthfully and be patient. Sometimes you can cover them when you explain what you did.

5. Be prepared to try again.
   
   Instead of dealing with one problem employee for hours, hang up and call back if the call is getting you nowhere. Asking for a manager and arguing with the company may give you satisfaction but it won't get your problem fixed any faster. You can also ask for the spelling of the person’s name at the beginning of the call. Even if you don't write it down, they think you are.

Tips & Warnings

• It is best to know your stuff. Have serial numbers, support contracts, and error messages handy.
• Be Polite, Tech support can be a very stressful job. The person you have on the phone may of just finished with a very difficult call.
• Don't be upset if you can't understand them. Ask for them to speak slower if need be.