 |
|
|
Top 10 Ways to Get Better Tech Support [includes/headerinclude.htm]
By Joshua Feinberg, Smallbiztechtalk.com Copyright ©2001, KISTech Communications Corporation June 4, 2001
Do you often get the tech support "run-around" or feel utterly frustrated when trying to get a small business computer support issue resolved with a technical support group? In this issue's "How To" Tips, you'll learn some "insider" secrets on how to become a more effective user of small business tech support.
1. Make sure the problem is reproducible. Always reboot your PC and try to replicate the problem, at least once. Often the "best" call you place to tech support is the one you didn't end up needing to make. Whether you're trying to explain the problem to a small business tech support person over the phone, or at your office demonstrating the problem to your computer support consultant, it's crucial that you can reproduce the same results consistently. That's not to say intermittent problems are not fixable --- they're just much more challenging. Even better, try to replicate the problem on another PC in your office, or at home, and then look for any similarities and differences. Calling for technical support should be considered "last".
2. Document the error message or problem. Often the best way to make a permanent record of an error message is by taking a print screen. To capture the contents on a screen, press the Print Scrn key on your keyboard, open a blank document in Microsoft Word, and Paste (Edit, Paste) the picture into the document. You can place multiple print screens in a single Microsoft Word document, which you should then save, both for your records and for an easy way to forward the error message onto a small business tech support group or computer support consultant.
3. Write down the exact steps to reproduce the problem. To get the computer support issue resolved, you're going to need to explain the problem to at least one person. So be sure to take some notes as you go along.
4. Inventory your hardware and software configuration. Often before a computer technical support person can assist you, the tech support rep will want to know some specifics about your computer configuration. For example: what operating system do you use, what application version is being utilized, and how much RAM is in your PC? While the tools for gathering this information vary among operating systems, be sure you have a written record of 8 to 10 vital stats about your PC configuration before you pick up the phone and call technical support.
5. Use a phone with a timer. Often hold times can be just plain ridiculous. Other times, your emotional side could get the better of you when you're on hold waiting for tech support a mere three or four minutes. If your phone has a timer, be sure to log key call stats, like the time, date and duration of the call.
6. Log key details of every technical support call. Think about what has more power…complaining to tech support that "this problem happens every month", or being able to pinpoint that this problem has happened nine times over the past six months. Then you can add a powerful hook such as, "would you like me to list the dates and times of each call, as well as the rep who handled each call, and the call's outcome?" Quite simply, this shows you mean business.
7. Use a phone with a headset. First, you'll be productive and get some work done while you're waiting on hold. Second, you'll be able to try various troubleshooting steps while on the phone with the technical support rep, without giving yourself massive neck or shoulder pain. And another tip: most computer tech support reps despise speakerphones. If you must use a speakerphone for part of the call while you're performing troubleshooting steps, always ask "permission" (even if it's not sincere) to put the tech support rep on speakerphone.
8. Don't get caught in the middle. If someone in your office, or your computer support consultant, could really contribute to solving the problem quicker, don't be afraid to conference them into your technical support call. One of the most frustrating call outcomes is dealing with the "he said, she said" or finger-pointing type of conversations. Thwart these tech support problems at the outset by suggesting and arranging a three-way call.
9. Escalate if needed. Most small business technical support groups have their newest or "rookie" reps screen all problems -- known as Tier 1 tech support. This type of triage work is often very high-volume and can be incredibly frustrating for new technical support employees who are expected to know a little about everything. If you sense that the tech support rep is, for lack of a better word, "clueless", don't be afraid to politely, but firmly request that your computer support call be escalated to a more experienced, advanced tech support engineer, usually called level 2 or level 3 support rep or systems engineer.
10. Try to avoid calling during peak hours. If the tech support auto attendant message tells you for example that Monday mornings are the worst time of the week to call, and it happens to be a Monday morning, unless it's an "emergency", you probably want to call back at another time.
Bonus tip Try to avoid calling - period. Before you pick up the phone, take a few minutes and check out any included "readme" files, any Help wizards, or technical support resources on the vendor's web site. I've also had great success looking for other online computer support resources by typing the error message into any one of the major search engines.
The Bottom Line Calling for small business tech support doesn't have to be a nightmare. Use the list of computer support tips provided here to get better technical support and less frustration.
Article Reprint Requirements Get More Information About Joshua Feinberg and Smallbiztechtalk.com [includes/1linesubscribeinclude.htm]
[webtrendslive-include.htm] |
|