So I’ve been sick all day, cause someone made me dinner last night in lieu of payment for my service….Just kidding. I did spend all day on the phone with 2 computer companies, and someone asked how can you do that, I would get aggravated. Thats where they want to have you. Your aggitated and you would do anything to get off the phone with them. So being on both sided of that phone, let me give you some tips.
1. Be patient – Patience is hard to come by I know, but think of it is as a game. You versus them in a staring contest. Who’s going to blink first.
2. The first person you call in that you talk to is usually what I call a script reader. They have a set of instructions for normal occurances. If your problem is out of the ordinary, tell them so. Break the script, you’ll get another tech. If this person is of a foriegn language, and you don’t understand. Tell them so, nicely.
3. Stay calm – You start yelling at the tech your going to put them on the defensive, and you won’t good service. Never lose your cool.
4. Get the tech on your side, joke with him. If your getting mad, tell him. Many times I had to go, ” Listen man, I jumped through all these hoops, I’m starting to get a little frustrated.” You get more flies with honey, so I heard. Being the Tech on the other end, if the person was nice, I would go that extra mile for that person, if they were an asshat. Well they get, ” Please Reboot, and call back.”
5. If you aren’t getting the service you want, calmly and politely ask for a supervisor. Sometimes the power of the tech is limited to what they can do, go up a level.
6. Last but not least, always be polite. It’s not this techs fault your computer is a piece of crap, he didn’t make it. He’s there to try to help you believe it or not.
Techs have a hard job, because they are trying to resolve an issue in which they have to visualize for the most part, and get to the bottom of the problem. Telling them, “My computer won’t reboot.”, just isn’t enough. They have to work with you to resolve the issue. Sure in this wonderful day and age, I wish things didn’t break down.
But then I would be out of a job.
