How to Communicate Properly with your IT Support Provider

Talking to IT support services might be one of your least favorite things to do, or even fall under the category of your list of “things I’d rather not do,” but you’re inevitably going to encounter this situation along the way.
 
It’s understandable why people don’t exactly fancy calling for tech support, as computer-related problems tend to be a lot more complicated than they seem, and explaining them over the phone is easier said than done. It can get even be more frustrating when you don’t speak the technical language necessary to facilitate the conversation.
 
Here are some steps you could take to improve your communication with IT support services.

 

1. List down what you need to say.

Before picking up the phone, take a pad and paper and list down all the errors you’re encountering with your computer. It’s better to be detailed and thorough as possible.
If you can, take note when the error started occurring as well. Did you start getting the blue screen after this software suddenly froze on you? What was the last button you pressed before you started losing your internet connection?
Documenting your problem in written form will make it easier to relay the message to your tech support.

 

2. Be clear and specific as possible.

Now that you have your notes with you, all you have to do is tell them to your tech support—as clear and as specific as you can. Remember that the person on the other end of the line is only working with the information that you give them.
Telling your tech support that you keep getting the “preparing for automatic repair” message along with a black screen is a lot more helpful than simply saying, “My computer is stuck at the boot loop.”

 

3. Call from a quiet area.

Make sure you’re calling from a quiet area. Loud construction sounds, traffic jam, and other unnecessary noises will only make your call unpleasant. Make sure that you have a good network signal too.

 

4. Repeat after them.

To make sure that you and your tech support are on the same page, repeat the instructions they give you. For example, if your tech support tells you to turn off your laptop for five minutes and take out the battery, do so while repeating the instructions.
Doing this will assure your tech support that you understood their instructions and you’re following them well.

 

5. Don’t get angry.

We understand how frustrating computer problems can get, but don’t get angry. Yelling and lashing out at your tech support will solve nothing. Take a deep breath because they’re here to help you.

 

6. Keep your calm.

Troubleshooting your problem will likely be done faster if you would remain calm and polite as possible with your tech support.

 

7. List down their advice.

List down their advice on a piece of paper or record your call so you would have a reference later on.

 

8. Trust them.

Don’t dispute their instructions by arguing that their advice is different than what you’ve heard from your friend or colleague. Remember that the reason you’re calling in the first place is to get help from the experts.

 

9. Get a ticket or reference number.

Don’t forget to list down your ticket or reference number, as this number helps the tech support track the issues that have been reported to them. You can also use this so the next person will know where you left off, in case you need to call again.

 

10. Remember to be thankful and polite!

Lastly, don’t forget to be grateful. A simple “thank you” to end your call on a more positive note can make your conversation slightly more pleasant.
 
Following these tips will not only make improve your communication with your tech support, but also lead to a better relationship with your IT support system. The next time you run into some IT trouble, you already know to ring up tech support, minus the unnecessary headaches!

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James Patterson
James Patterson

James Patterson, Head of Business Development, Global Corporate Clients joined transcosmos in 2007. He oversees business development and sales and marketing initiatives throughout the EMEA and APAC regions for transcosmos IT and Customer Support Services, managing a team of sales professionals and consultants in these territories. James fully understands and supports the requirements and challenges of complex IT Support and Customer Service environments, having guided an array of large organizations through the consultative process of developing complex solutions to fit the customer’s needs. Previous to transcosmos, James was a regional Sales Manager in the Health and Leisure Industry winning many awards for exceeding sales targets and being innovative.

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