Tech Support Contact Tips

Well, hello old friend, it’s been a while, so much has happened, so many things have irritated me, so many things that don’t deserve being put down in print.

But there is one thing that I will put down, I work in tech support for a major telecommunications corporation, I believe I have said that before.

I work in a department that supports not only internet but television and voice as well, here are a few things I would like for you to know, to make it easier on you and me (or someone like me) when you call in for assistance.

 

  1. Don’t yell and scream at me.  I am here to help you.  Have you ever helped anyone who just yells and shouts at you?  I am more willing to help you if you are calm and patient.  It does not matter what happened before you arrived on my line.  I have no control over that and cannot change it.  I can help you however, and yelling doesn’t work.
  2. There are certain things I HAVE to get before I can even start to help you.  I am not asking again because I want to annoy you, it’s because I do not have it, and it is required in order for me to assist you.  Yes, I know it can be frustrating, I agree.  That doesn’t change the fact that I still need it.  You may have provided it to people before me, but that does not mean I see it.  It does not mean “the notes” that you ask us to check are accurate.  Please tell me, so that I know your issue exactly from your mouth and can properly assist.  The reason you are speaking to me is because the people you spoke to before couldn’t help you.  Part of that reason may be because they didn’t understand the problem.

 

III. Part of the information I do require is that you have to be able to authenticate the account and that you are authorized to make changes.  This is not just something made up.  This is in place for numerous reasons, but mainly to protect you, the customer.  Just because you know you are authorized does not mean I do.  I do not know you personally, you are a voice on the other end of the line.  Federal law and company policy REQUIRE authentication.  You don’t want me to break the law do you?

 

  1. Believe it or not, you are not perfect.  I have much more experience with customer problems than you do, so I am coming from more knowledge than you have.  About 75% of issues are customer created.  This means it was not the company who caused the issue, it was you.  Guess what?  We don’t mind.  It’s OK to screw up.  We are here to help.  If you’ve done something you shouldn’t have by mistake and know it, it really does help us if you tell us that.  If we know what you have done, we can then undo what you’ve done.  We really don’t mind that.

 

  1. This technology has been around now for quite some time.  You depend on it now, and it’s a big part of your life.  Take time to learn about what you use.  You did learn how to drive, so learn how to use devices that take up so much of your life.  Believe me, it makes your life so much easier.  Many places have free classes on how to use computers.  TV remotes are nothing new.  We do provide a guide when you get your remote.  Please read through and try and get familiar with how it works.  We know you hate having to call us.  This can be avoided by learning how things work.

 

  1. Going back to computers again.  Computers and the internet is not something new.  I am guessing you aren’t new to it.  You have been using them personally and probably in your job for quite some time.  The name of the browser you use; the address bar is not “technical lingo”.  This is common language you use in relation to devices you have interacted with on a daily basis for many years.  The URL/Web address is something you have been typing over and over.  Again, not lingo.

These are all simple things that in this day and age almost everyone should know. I give a pass to everyone 60 and older. Although, I had a sharp 90-year-old gentleman the other day that was an absolute delight to work with. He was simply amazing; do you want to know what made him amazing? He didn’t scream, he didn’t speak down to me, he said Angie I don’t know if the problem is you guys or me. Can we figure it out? I said absolutely, let me make sure it isn’t us before starting on your end. It ended up being him, but with him following my directions we got him back online in no time and he was able to see the new pictures of his great-grandchildren that had just been posted online. I considered it my best call of the day.

 

VIII.   If you call me, I want to help you, it is not only my job, it’s my nature, I love solving problems. The more complicated the better, there is nothing I love more on my job than getting you connected, being able to watch your favorite shows or talking to your loved ones. It is rewarding to hear the joy in your voice when we work together and get you up and running.

 

My favorite customers are my older ones, maybe because I am fast approaching that part of my life, or maybe some of them remind me of my mom, dad or aunts and uncles. I just want their services to work and the experience be as seamless as possible. They are a joy to work with and I let them know that.

I will be honest, if you come on screaming and cursing at me or another person in my position we will shut down, you will not get the same quality of service you would have if you had come on the line, calmly explained the issue and allowed us to ask the questions we HAVE to, then get to figuring out what is going on and getting you on your way as soon as possible.

I will let you know, for the ones that make disparaging remarks about my pay or my level of education. I am highly skilled at what I do, I am highly trained, not only at the job I do now, but in multiple areas of the major telecommunications corporation I work for. I have been around a long time, I make good money, and I am highly educated. I am from America, I don’t know why I am asked that, given my Owasso accent. Of course since I am in Texas now, I tell them well, not exactly, I’m in Texas and we think we are our own country.

There you have it, my tips for making your tech support experience better, not great, because you had to call in to begin with. But we really do want to help you.

Oh, one more thing, pricing, I’m in tech support, there is only so much I can do for pricing and credits. I have nothing to do with movie coupons, don’t use them at home, don’t care about them and know absolutely nothing about them. Billing is what you want then.

 

 

 

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