Handling the tech support/customer service experience

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Handling the tech support/customer service experience

By Adam Myers ⋅ April 21, 2006 ⋅

Everyone has had the pleasurable experience of dealing with tech support/customer service at one time or another. Fellow sysadmins can attest that there are times that one must bite the bullet and pick up the phone. I come across this all the time, usually when I have to replace a part under warranty. The situation is frustrating but here are a few points that may help you get by.

Bypass IVRS - Talk to a real person. By now, everyone knows that pounding on 0 will usually get you in contact with a living, breathing human. Lately, I’ve noticed that this isn’t always the case; primarily with the Natural Language-based systems. However, Google can be a great service to you at this point. There are numerous IVR cheat sheets for all but the most obscure companies. As I deal primarily with Dell in my day to day, I find it comforting that banging my head on 0 still does the trick.

Don’t be mean! This is by far the most important point of emphasis, yet is often overlooked. This applies both on the telephone and during face to face encounters. It really is as simple as greeting the person and asking them how they are doing. Anything you can do to make the situation more personal will benefit you more when everything is said and done. The psychology is that by being nice, the other person will be more willing to listen to what you are saying and make the extra effort to help you. Everyone already knows that its easier to deal with happy people than angry people.

Be clear and detailed in what you say. For some, it may help to prepare a pseudo-script ahead of time – you’re not above that. Be prepared to support your assumption with facts, primarily related to *this* experience – not your best friend’s brother’s similar circumstance. It may help to save time by explaining what you have already done in an attempt to fix whatever ails you. One caveat with this, be careful in divulging any information that may allow the finger to be pointed your way; pinning the fault on you. Meaning, do not tell Dell you opened up the computer in an attempt to fix said problem!

Note the Names and Numbers of Everyone You’ve Dealt with. Almost as important as being polite, write down the names and extensions of everyone you’ve spoken to; bonus points for having brief notes concerning what was said. Rectifying your situation often requires going through a number of individuals, never assume that all parties are on the same page.

Be Confident and Firm. There is a fine line between being confident and firm without being overbearing and rude. You are the customer and your problem is important, speaking soft and timidly can lead to your problem being brushed aside. Again, it is psychological here. From above, writing down and following a script can help you overcome this problem. The conversation should not end until you are satisfied with the results; this may require speaking with a supervisor or manager. Most importantly, remain polite!

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