Welcome all those in need of the technical behind the scenes for the rest of us. I hope this starts off to be a useful blog for those who aren’t living in the technology world. If you usually have to call someone when you need help, then this place is for you. Down to business shall we?
At one time or another you are going to have to call technical support for something. If you know the tricks and the habits of the common support call center, it will make it a lot easier. How do I know? I did it for 8 years; 8 of the hardest years of my adult professional life. But it doesn’t have to be that way for you. Below are some tips and explanations.
Reboot
I really hate suggestion this, but a whole bunch of the time when you call someone the first thing they are going to ask is, "Did you reboot?" It's a very valid request. Most common, not so-serious-problems can be solved by rebooting. If you don't know how to shut down your PC and you are running a Windows/NT/XP based operating system the easiest thing to do is hold down the power button for about 10 seconds or until the PC shuts off. Wait 5 seconds and turn it on. See if the problem still happens. Estimated Time To Complete: 2-5 Minutes
Check Support Sites FAQ's and Manuals
If a reboot doesn't get it, check your manuals or online support for answers. The world of documentation has come a long way and contributes a lot to help a company provide support. A FAQ - or Frequently Asked Questions - will provide a lot of very common problems. Most of the time a manual will have a "Troubleshooting" section in the back that lists common problems. Always check this with printing problems that give an error message. Many support sites are wonderful and most companies provide some sort of documentation or way to find out how to fix something without a real person. My favorite for Microsoft products is http://support.microsoft.com. Any query in Google with the symptoms, error message and product will probably return an answer as well. Estimated Time To Complete: 5-15 Minutes.
Clearly Define The Problem
There is very much a method to the madness of fixing things. Defining the problem is the first step. If you don't determine exactly what is causing the problem, you might chase rabbits for a long time and become frustrated and quit too easily. Look for a repetitive task you can do to cause the problem. Look for mechanical solutions ( is your rocking chair close to the electric plug?). In other words, find some process you can do to reproduce the error. Not all problems may be reproduced. Go through a process of elimination to narrow down the problem. If you can't print from Word, try printing from Notepad. That will tell you if your printer works or not. If you can't print from Notepad, then focus on the printer. If you end up having to call someone, make sure that you re-iterate in order the things you have tested. This will help them, and don't be surprised if they ask you to test a piece of it again. It's usually standard procedure because a lot of people lie about trying things. Just go along willingly.
Call With An Open Mind
I'm going to focus on what needs to happen once you do have to call. Be very patient and understanding. The man/woman on the other end of the phone is just a working schmo and really doesn't deserve the business end of your hissy fit. They, more than likely, are there to work with you and get the issue resolved. Be nice to them and they will get you going quicker sooner than later. Don't lie. Whatever you do, be honest. There is nothing worse than a lying customer. Your credibility will be shot and a tech will always look at you funny whenever you give an answer. If you spilled coffee on your PC, just say you spilled coffee. In this day and age you will probably not be speaking to someone from the U.S. Get used to it. Lots of technical positions have gone overseas. Feel lucky that you are speaking with an English speaking country (Ireland or Canada that's where many support jobs have gone).
Be Specific
When you have to call, be very specific and direct. If you have clearly defined a problem and communicate it well, it will take less time to solve the problem. Most of these support professionals are highly overworked or have a very strict deadline for call times. Don't chit-chat or dilly-dally if you want good service. Time is very important in the support world. If there is time to talk, let them initiate the conversation. It's not uncommon to have personal conversations during long times of waiting. It can be quite fun to learn about these people. I have met some of the most interesting people and had great 2-5 minute conversations, but they came at no cost to my customers and were time fillers to make them feel like they were getting something other than support.
Be Gracious
Once the problem is solved, be gracious even if the experience wasn't so hot. Lots of support people get little perks for providing good service. Ask if you can send a letter or email in complimenting your support person. Some of my customers have even sent sample products along with letters of thanks. It's ok to ask if you can do that, just be sensitive to the customs of the company. If you can, send something. It's a hard job and a letter or note goes a long way. I really liked getting pictures of people I spoke with. It put a human side to the whole business.
Finally ...
If you have to get "rough" with a tech, don't threaten or shout or escalate things. Simply state you don't think that you are receiving the level of service you expected. Don't threaten or raise your voice. Ask what your options are. Usually you can be sent back into the call queue or you can speak to a supervisor. And that's as far as it will probably go. It's usually easiest to just call in later and get someone else. If it gets that hot, just walk away from it and try again after some time if you can. You won't get them fired and you won't get your problem fixed faster. If you escalate it will probably take longer.
