It is easy to go a little bonkers when dealing with technical support. I’ve been in those shoes many times before, and I have worked as technical support in one way, shape or form for a little over half a decade now. So how can you guarantee yourself a quicker and more reliable tech support experience? Follow these three simple tips.
Gather Your Facts
The first thing you must do is collect as many facts about the problem as you can. Be sure to write down dates, important information and anything else that might have happened before, during or after the problem took place.
For example, if you were working on your web site, changed a template file, and then the web site wasn’t working, you need to be sure to write down the dates each change was made (the best you can), the files that were edited, what you did (if you can remember) and the error codes or problems you had afterwards.
Be Upset, Not Angry
It is alright to be upset when something is so bad, you have to go ask or report it to a support team, however getting angry isn’t going to help get the issue resolved any quicker. I’ve seen many people who think, “Well, if I just yell at them enough – they’ll get the message” and that is actually the worst thing you could do. Keep a calm head on your shoulders, and remember – even when asking for help – you’ll catch more flies with honey than you will with vinegar.
Explain Your Entire Problem the Best You Can
You don’t have to write a novel about the issue, but do make sure that you explain your situation the best that you can. If somebody request support, and just says – “Hey, (insert object here) is broke, FIX IT!” that is not going to cut the cake. Present the facts that you have gathered in a way that anybody could understand it.
You might have to write it, re-read it and make sure it makes your case. Explaining things well the first time will keep you from having to go back and forth as the tech support worker tries to recreate the situation on their side, so they can find a fix for you.
If you can master those three things, then the next time you contact any support team for any reason, your situation is going to be a much better one indeed. You will get a better support experience (in most cases) and get the result you are looking for quicker as well.
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