There's nothing more frustrating then needing to call for help when you have a problem. Tech Support reps are your friends. Here i'll be compiling a list of DO's and DO NOT's when dealing with a representative of Tech Support.
- Have information ready. Nothing wastes more time, and gets more aggravating when a representative has to fiddle around digging up information you should already know. IE: Your OWN phone number, address, etc I mean really, who forgets their own freaking phone number? If you're calling for help you damn well already know their going to ask for it. So have it ready.
- Be Polite. Many people think Technical Support reps are desk monkeys and have no social life. The truth is, we're people just like you. When speaking to us, talk to us like human beings. Most Tech Support reps from reputable companies have college degrees and years of experience making them knowledgeable in the subject matter. Being RUDE isn't going to help us help you faster.
- Follow directions. Yes, we know you've done this many times before. Yes, we know it's a pain in the ass to bend over and unplug that box. Yes, we know, now shut the hell up about it. Follow directions, it's that simple. If you knew what you were doing, you wouldn't be calling Technical Support now would you? Bitching about how irritating it is to do such and such isn't going to help the support rep do his job any faster or better. Remember , you called for help. So follow the guys instructions no matter how insignificant you feel it is. He just may know something you dont!
- Keep your life out of it. Telling a Support Rep about your social problems isn't helping you get your problems resolved any quicker. Most calls can be cut in 1/2 the time it actually turns out to be if you just shut the hell up. Don't ask how our days are, don't ask what the score is on whatever game is on currently, Don't ask questions that don't pertain to your problem. Tech Support reps don't care. And please, when a rep asks you " Is there anything else i can help you with?" - Don't follow up with the line "Can i have a million dollars ?" or " The winning lotto numbers?" - Everyone does that. Your not original, nor funny. The rep will probably be calling you an asshole after you hang up.
- Speak Clearly. Nuff' said. If you can't speak properly don't expect to get the best responses. Tech Support are regular people, we can't be expected to know what language or slang your to trying express. When speaking with a representative, please be concise.
- Don't insult us. Insulting a representative or acting in a demeaning way towards us will only guarantee you don't get help any faster. Reps have access to your information, housing address, phone numbers, social security information, and much more. Pissing the wrong person off is the last thing you want to do. We know more about you then you know about us. Think about it.
You called to get help on a problem, don't take your frustrations on the next guy who's just doing his regular 9-5 trying to feed his family and kids. Again, being friendly only helps you. Reps will break their backs and bend their necks backward for people who are clearly in need of help. That's our job, we help people. So help us help you. Don't be a jerk.
- Let us do our jobs. Your not a genius Mr. [techiehiredbyanonamecompany] Tech Support reps calling in to get Tech Support Help is by far the worst infraction of the hierarchy of support. If you're calling in to get help on a problem you obviously can't solve, Mr. Tech Support, you had better be damn ready to accept directions instead of trying to take over the conversation and try to tell the other guy how to perform his job. You wouldn't need help if you knew what you were doing, right dumb ass?
- We don't work magic. Don't expect a rep to be the "be-all-and-see-all". There are limitations to what we can do. Don't ask for free services, Don't expect us to fix all of your little problems with a push of a button. Think about this logically. If you lose power in your house and you really need to ask why your modem isn't lighting up... you don't need support asshole, you need electricity. When it comes to devices, don't say you did something when you really didn't. We can tell. We do this 8 hours a day. You'd be surprised at the skills you can pick up by speaking to people who lie all day.
Will be adding more Do's and Don'ts! Enjoy these for now people~!
Most of all, take it with a grain of salt. Some support representatives have their bad days and sound like idiots as well. Enjoy!
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