Everyone has had an interesting experience with technical support. Whether it’s a failing operating system or trying to change a mobile phone’s voicemail password, at one time or another we’ve all picked up the phone and dialed the 800-number provided to us in case we need it. But the experience can be very different depending on how you approach the situation. It’s important to know how to go about your attempt to solve a cell phone or computer crisis through communicating with tech support if you wish to get the best possible result. Simply put: be polite. A few things to expect when calling tech support include:
Domestic-based tech support workers deal with dozens of people with problems everyday. Within a six month stint, most of these people have been through it all. Don’t be offended if they sound unenthusiastic. They’re as stimulated by their line of work as a fast food cashier is by his. With that said, you’re going to get your problem solved just like you’re going to get your hamburger no matter how moody the lady at the counter can be. Getting worked up over evident apathy is unfair to the person who otherwise is going to help you.
Be Polite With ESOL
Those working from outside the country take their job seriously. When you hear them speaking to you, they’re trying their hardest to communicate clearly in English. Repeated requests for the tech support worker to clarify themselves should be said calmly and without spite. From personal experience, I’ve learned most overseas tech support workers are extraordinarily good at what they do, you just have to have patience and pay attention.
Unplug, Re-plug, Restart, and Research If Possible Before Calling
In order to speed up the process, preempt the experience by making sure you’ve already tried all the obvious troubleshooting strategies. Tech support will begin with these suggestions and it might seem like a waste of time, but over half of all computer tech call ins for example for solved by simple fixes such as these. Make sure they aren’t the problem so that when you call you can immediately inform the tech support worker and can move on to more meaningful solutions.
Lose The Sense Of Entitlement
It’s not that you aren’t entitled to free support for a product or digital service, it’s that you aren’t entitled to boss another human being around because you can. Computer sciences are studies learned by individuals with no shortage of intelligence. The person on the other end of the line likely reads vociferously, takes their expertise seriously, and is probably someone who in another situation you’d be having a beer with. Respect that and they’ll respect you. They’ll be less stressed and therefore focus more on ways to help you.
Having manners when you’re in a position of anonymity is a sign that you’re a genuinely good person. To genuinely good people on the other end, that doesn’t go unnoticed.