The Problem
Inevitably it happens, you're sitting at home and your computers CD player wont open, or maybe your internet connection fails, perhaps your system just wont boot. After looking at it for a while you finally realize you have no choice... its time for the dreaded "call to technical support".
First things First
The first thing to remember is the person on the other side of the phone (called the 'Tech' from here on) IS a person. They may have had a bad day up until now. Consider this, if you have been on hold for 20 or 30 minutes then this person has been answering the phone non-stop for at least that time, maybe longer. Probably listening to each customer complain for a minute or 2 about how long of a wait they had. DON'T COMPLAIN ABOUT THE WAIT!! Just explain the situation to the Tech. If you aren't very technically savvy and just know that it doesn't work be up front with the Tech about your experience level. The Tech may not sound really enthused to be talking to you, (s)he may say 'Technical support this is Joe' but not sound sincere, ignore it. Remember this person has easily taken upwards of 30 calls today, and honestly, are you here to exchange pleasantries or to get your problem fixed.
What to say
The very first thing to say when the Tech answers the phone is 'thanks for taking my call'. In all the years I've done telephone support I had 1 person do this. She got everything she needed from me.... And then some! The tech has 2 thresholds they must meet. One is the minimum amount of support (s)he must give. The other is the maximum support (s)he is allowed to give. Most Techs have the same attitude I always did, where you fall between those 2 areas is directly affected by YOUR attitude.
What not to do
Speaking of attitude, you may be an MCSE or just know a lot about computers but don't act like the Tech is stupid right off the bat. Some Techs really shouldn't be doing telephone Technical Support (heck, a lot shouldn't be doing any technical support) but there are a good number that know what they are doing and will bend over backwards to help if you give them a chance. Take a deep breath and slowly explain the situation to the Tech. You have become intimate with the problem over the past hours or days but the tech may need some time visualizing what is going on and what steps you have taken.
Remember, just as much as you want your computer fixed, (s)he has a manager breathing down their neck about Average Handle Time (different places call it different things but it comes down to the number of calls in a day divided by the total time spent on the calls). Make no mistake about it, the bottom line is to get you off the phone, as far as the manager is concerned. His numbers must look good. This is the number 1 reason for burnout by Techs. Even the best of Techs can get beaten down to the point that they will transfer you at the first possible opportunity. If you are lucky you will get a Tech who hasn't gotten burned out and knows enough to get you going, or give you the RMA you need.
RMA?
Speaking of RMA's (Return Materials Authorization), they are used when you need a new part. Under normal circumstances, the Tech will send you a new part to replace the old one. Usually telling you to send in the old part and once they recieve it they will send out the new part. It is possible to get them to send the new part out before they recieve the old part. They will probably require you give them a credit card number. The important thing to remember is that usually they will charge your credit card for the part if they dont recieve the old part within 15 days.
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Michael Simpson - I have worked in the IT industry for 7 years. Ive done everything from software training to desktop support to network administration. I ...
