Sooner or later, it has happened to all of us seeing ourselves in the situation of having to call technical support for some type of problem. In this article we are going to tell you what you should take into account before calling and during the call so that they can give you adequate attention and that you can solve your problem in the best possible way.
The Internet has fallen, the monitor has stopped working, your PC turns itself off … there are many reasons why you may need to call technical support, but you should bear in mind that support technicians are people like you and that they do not They are fortune tellers, so the more and better information you can provide them, the better attention you will receive and the sooner they will solve your problem.
What to do before calling technical support
We know that when you have a problem and you are forced to ask for help, you can be very frustrated, but the first advice we are going to give you is to try to keep calm and composed, no matter how frustrated or angry you are (the technician does not have the blame after all). If you are polite and patient, the technician will be more willing to help you with your problem.
When something gives you problems, you will have to invest time in solving it, and it is something that can fill your patience, so before calling, find a way to calm down and have a cool head, since this will help you to have ideas clearer when explaining your problem to the technician.
Basic routine before calling
Regardless of the device that is giving you problems, it is advisable to perform a certain routine before calling for service. Turn the device off and back on again, check that all connections are ok, and make sure the problem isn’t that you’re doing something wrong.
You would be surprised at the number of times someone calls technical support saying that the Internet is not working and the problem was that the cable was disconnected (or that the dog / cat had eaten the cable).
Write down the error messages
The vast majority of people (surprise you though) don’t read error messages. These messages often show very relevant information that tells you exactly where the problem is so that you can easily solve it yourself, although it is true that other times they give information that can be confusing for users. However, this information is of particular relevance to a support technician, and could result in a quick fix for you.
For this reason, it is important that if you receive error messages, you write them down or take a photo or capture so that they can be transferred to technical support. Also, it is always a good idea to Google the specific error: surely it has already happened to someone before you and they have already found a way to fix it.
Try to determine what the problem is
There are times when the problem can be quite undetermined, such as the PC not turning on. It is always a good idea, before calling technical support, to try to determine for yourself where the root of the problem is to facilitate his work, since you should bear in mind that he is not with you to see him in person, so the information that he has to “guess” the problem will be more complete the more you tell him about it.
So it is important that you try to isolate the problem to try to see what exactly is going wrong. It is true that this is often very complicated or even impossible depending on your means and knowledge, but telling a technician “the Internet does not work” or “the PC does not turn on” does not give him any information, and this will in all probability lead to You may have to do a lot of testing on the phone with him to try to determine what’s going on. If you do them beforehand, you will save a lot of time and avoid frustrations.
How to act during technical support calls
When you are talking to a support technician over the phone, it is quite common for you to ask for certain routine tests. It can be somewhat annoying, especially if you have already done them before calling, but you should bear in mind that he does not know this and they are things he needs to know in order to diagnose your problem. For example, every time you call your Internet company they usually ask you first of all if you have restarted the router and ONT before calling, and if you have not done so, they will ask you to do so (if you did it previously as we indicated, that it’s time you win).
For this reason, the recommendation is that you do not get frustrated, that you have patience and that you follow the steps they tell you. It is important to be honest about your problem, don’t say “it just suddenly stopped working” unless it really was, because then you will be making it difficult for the technician to “guess” what the problem is. As we said at the beginning, the more information and the more truthful it is, the sooner you will be able to solve the problem.
Finally, we come back to a topic that is much more important than people think: remember that on the other side of the phone there is a person (and not a machine) whose mission is to help you, and therefore you must be kind , cordial and not show anger or frustration, because then you will only make the other person feel bad and less inclined to help you.