A friendly word of advise when you are asking for help with a problem centered around your computer.
First, realize, a few things about Tech support people:
1) We hate you calling us as much as you hate calling us.
We are people too. We dislike picking up the phone fearing that you are going to jump us over something that 9 times out of 10 isn’t our software’s problem.
2) We are people too.
Just like you we have good days and bad days. Life’s, Family problems, Money troubles and here we are stuck behind a phone answers questions.
3) We ONLY know what you tell us.
Yep, we have no way to magically look into your computer. We can not see what’s on your screen. We can’t even really do anything to your computer.
all we can do is ask questions about the problem so we can figure it for you.
4) We expect you to know ’something’ about computers.
You own a computer, if you don’t even know how to turn it on.. there’s a problem. It’s like owning a car and not knowing how to even change a tire or other simple car care.
You should already know that clicking selects the icon, double-clicking runs the program and a right click brings up a menu. If you don’t know how to use your computer
you just make our jobs and your life harder.
5) NEVER just state ‘it doesn’t work’
Tech Support people work with problems. We need to know those problems before we can begin to support you. Calling up trying to rip me a new one because
your ‘Bee Froze’ (true story) isn’t a Error. Explaining to me something like: I was trying to install this program and the computer is telling telling me ‘404 – File Not Found’
THAT is an error and THAT is helpful. Realize that you can shave off a number of hours from a tech support call if you are able to explain the problem you are having.
6) Don’t call me up saying there’s a problem and then precede to tell me ‘I forgot what the computer said.’
This is a mixure of #3 and #5. Calling me up saying there’s a problem and then telling me, Oh.. but I already pressed ok.. did you need to read that?
Simply put.. DUH! Yes I needed to see that. Re-read #3.. We only know what you tell us or what the computer tells us. How can you expect a blind man
to repair a car if all you tell him is that lights are on? If you’ve got other things to do then, at least, write down the error message(s) or take a screen shot (read #4)
7) Do what and only what I tell you.
If you are calling me then I expect that you know less about computers then I. Deal with that, and don’t try to use your massive ‘HaX0r’ skills. Do what I tell you to do
and nothing else. I’m trying to help you figure out a problem and changing the parameters in the middle of it doesn’t help in the least. a Judge wouldn’t like it if 1/2 way
though a Trial your lawyer is like, OH yeah!! I need to pass the bar exam.. is that important?
RTFM
Related to #4, we expect you to have read the manual before calling us.
Filed under: General | Tagged: Tech Support
