It’s often said in these modern times, “Common sense is so rare, it should be considered a super power!”. I would have to agree. People just don’t think before they act. Once in a while I’m guilty of this, but usually only when pushed really hard. I’m so surprised that people never think when they use a phone to call someone else, they automatically assume that the person on the other end knows everything going on in the customers home. So this means the caller can leave out all the important details.
You can’t call a mechanic and tell them about a noise your car is making without telling them what kind of car you own. You can’t ask a doctors advice when you can’t tell them the symptoms. You can’t call support without telling us what it is you’re having trouble with. If your only answer is “I don’t know.”, then we don’t know how to help you. It’s that simple.
It doesn’t matter if you bought the item, or if it was given to you. If you own it, you should know the very basics as to what brand it is and be able to read simple things like the model number printed on it. You should have noticed in the months or years of using it, what are the particulars of it. Such as an email program. You should’ve seen the name of it by now. Either under the icon or at the top of the window when it’s open.
Example being, if you own a computer, you should be able to tell me the following: (None of this information is “technical”. It’s easily found on the body, on a sticker or on your screen. This is called reading, and reading is fundamental.)
- Brand (HP, Dell, Acer, etc…)
- Model (2200, XPS 8700, etc…)
- Software frequently used (Windows 7, Internet Explorer 11, etc…)
Any “technical” information I need, such as processor, ram, hard drive, and so on. I will help you locate it or look it up once I get the information above. See how those few, easy to find things can help us?
There are only three things I ask, or any other tech person would ask of any one person when they call:
- Know what you own.
- Read to me exactly.
- Listen to me.
I’ve covered this before in fairly good detail. If all you’re going to do is assume I know, argue with me when I ask and then get overly sensitive and act like a child, I’m at a complete loss. No one can help you. Hire someone to come to your house and do it for you. We don’t offer that service. If you want free help over the phone, you’re going to have to participate a little.
In a recent case. A customer insisted that we gave them the equipment. After many calls and much frustration, it turned out that an ex-employee gave them a piece of equipment, programmed it, and set it up for them. None of it was documented anywhere. The equipment was something we had never carried in stock for sale. None of the current staff had any familiarity with this equipment. Though being the person I am, I explained this carefully and offered to reprogram it free of charge. All they had to do was bring it to a service location. This was not a good enough offer. Instead they chose to cancel service and then post their dissatisfaction on our company Facebook page like a 12 year old having a drama fit.
The major complaint was that I laughed at them during a call. And that I was condescending to them because I insisted they tell me what they owned in order to be able to help them. When in all actuality, the absurdity of them arguing with me. Arguing about how I should know what they own and that they should not have to do anything to help me help them. I’ve never been to their home, I’ve never seen their equipment and I have no way of knowing if they bought anything new. It was too much for me to take at one point, and I chuckled. It was not an all out laugh. Sure I feel a tiny bit sorry about that. However when they blasted our Facebook page with accusations of making fun of them, taking them seriously became very difficult. We all know I don’t like Facebook. This just proves it is not a good customer tool. If they wanted an apology, they should’ve called my supervisor and I would’ve said I’m sorry for it and perhaps been disciplined. You cry like a little kid in a shopping mall and the only thing that will happen is no one will want to listen to you. I have a severe disdain for overly sensitive people anyways.
If you really want good service when you call, consider these following things:
- Make note of the exact error you are receiving, and repeat it exactly when prompted.
- If your frustration level is high, please take a break and calm yourself before calling Tech Support.
- Do not fuss and curse at the technician.
- Do not call Tech Support when you’ve been drinking or under the influence of other mind altering substances!
- Have your computer on, be in front of it as well as ensure you have the proper time to work on it.
- Please do not start your call with “I’m computer illiterate”!
- Please do not throw your “title” at us, or job qualifications. (or tell us how long you’ve been a customer)
- Listen to Tech Support carefully, and do not click or press keys unless told to do so.
- Be honest with your Tech Support Personnel, inform them of any and all changes you have made recently.
- Remove any or all distractions before calling Tech Support.