The Truth About Tech Support: They Know Nothing

shutterstock_197722556Tech Support knows nothing until you communicate with them. Let’s face the carbonation in the soda and the reflection in the mirror. You will need to process information, regurgitate it, and mold your message to achieve issue resolution. Like any healthy relationship, solving an issue with your email, website, or social media page involves a two way street marked with yellow lines, white lines, and possibly some cautionary street signs. It’s called communicating. In most customer service situations, the helper is blind, in the dark, or unaware of your predicament until you transmit what you know to them, so that they can process this and begin searching for a solution.

Prepare Your Error

The quickest way to help Tech Support help you includes knowing what error you’re dealing with. This doesn’t mean you have to scour Google for an answer to your issue; it simply means write down the following information prior to calling the Techie: 

  • What is the exact error being shown?
  • If it doesn’t show an error, how is your issue reacting, acting, or not functioning properly?
  • When did the issue begin occurring?
  • Has the issue changed at all since it began?
  • Was the issue accompanied by any other errors, malfunctions, or signs of brokenness?
  • Can you make the issue occur again?
  • If it involves an account, have your login information available, not buried or forgotten somewhere in your desk or car’s middle console.

Every situation will differ, and every error will provide different results. If you cannot find an answer to some of the above questions, that’s fine. Just communicate that with Technical Support. 

Also, using the phrase: “I don’t know, it’s just broke,” won’t fix the problem. Answering as many of the preparation questions prior to calling Tech Support will expedite your wait outside of listening to hold music. 

Communication Unlocks The Solution Treasure Chest

If nothing else, communicate well. You may choose to call Technical Support, but the person you speak with doesn’t choose you. Remember that whether a person is 15 miles away, or 8000 miles away, they are on the line to help you, not receive a barrage of insults or frustration because of their accent, dialect, pronunciation, or annunciation. The best practice is to speak to the best of your ability, annunciating words clearly. 

On a final note, include as many details as possible. Typically, the more information divulged about the error, issue, or problem, the more properly prepared your Techie will be in resolving your problem. 

About Chris Pearson 

Chris Pearson is the Technical Director at MDPM Consulting. He transitioned into the position from being a writer for the company and enjoys every minute of it. During his free time, he delves into stories by Sir Arthur Conan Doyle, Edgar A. Poe, Ernest Hemingway, Stephen King, Dean Koontz, Micheal Crichton, and Stieg Larsson. He is also an avid short prose and poetry writer.