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Coping with IT Support ? A Guide Computers Articles | July 17, 2007 IT Support! It seems to be one of those expressions that makes people froth at the mouth and send a shiver down their backs. It takes forever to connect and even when you do they seem content to say a...
IT Support! It seems to be one of those expressions that makes people froth at the mouth and send a shiver down their backs. It takes forever to connect and even when you do they seem content to say anything in order to get rid of people.
How much of this is really true? In fairness to the better known PC and laptop builders they do make an effort and in recent years have offered customers feedback opportunities in order to help improve their service. So how can you deal with or cope with IT support? Before looking at this there is one thing we need to remind ourselves of - Technology Breaks .
Ideally everything we use would work perfectly 100% of the time. The reality is that this is never going to be true. Things do break and technology can fail. In the same way that a customer has shown confidence in buying a PC TJ Brodie Flames Jersey , a PC builder shows confidence in their product by guaranteeing it for a period of time. Hence the reason companies offer warranties and technical support.
Even so the experience of technical support is not always good. Here are some guidelines that may help you survive it a little better.
Think of your own attitude
Our initial reaction to a problem can often be to blame whoever we get on the phone. The way technology companies set up their support only adds to this frustration. The merry-go-round of the telephone support may suit a business but is not designed to calm people. Often by the time we get to the support technician our patience has all but run out. If you have a phone that allows you to work hands-free take advantage of it and leave the phone down while it plays the background music. It will help conserve your patience. And remember the support person didn?t build your PC.
Expect language difficulties
We would all love to hear a voice and an accent that we understand perfectly. However in today?s outsourcing and globalized world this is not always going to happen. Assume that the person on the other end may not understand you. They could be anywhere in the world and much as you find them difficult to understand they may also have the same problem. Be patient with them. While their accent may be different it does not mean that they do not have the expertise.
Plan your call
Like any important call think of what you are going to say. Try to write down exactly what the problem is. Write it in detail if you can. When you do eventually get through this will help the technician to get to the root of it.
Trust the support?
While it is true that some support is not as good as others don?t immediately assume that the support you will get will be all bad. Assume that the technician will know what they are talking about. For many simple problems this is the case.
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