When Something Doesn't Work~ Using Support

Working in computer based Customer Support can be as frustrating as trying to figure out why your newborn baby is crying. You have fed her, changed her diaper, made sure she isn't too hot or too cold. And yet, she still cries. You get more frustrated the longer she cries. The more frustrated you get, the more she cries. It is a vicious cycle.

Customer support can be like that. You think you are asking all of the right questions, in all the right ways but you just can't seem to figure out what they are trying to tell you.

I have found that it isn't always what you ask and what they tell you but what they DON'T tell you that is most important. So here are some tips for users of customer support that can be used regardless of the topic.

1. If you did something you know you should not have, and then it broke, please tell me. I promise not to yell at you for doing something to it. It will help me to help you.

2. If you tried to fix it yourself, please tell me what you did. If you swapped cables but didn't know what you were swapping, let's work together to put them back in the same spot. Then we can start fresh.

3. Yes, I KNOW you already tried that. Can you try it again using my directions? You would be surprised at how many calls can be shortened because you may have missed one eensy-weensy little step when you were doing it by yourself. It doesn't mean that you don't know what you are doing, it just means that you are human. 

4. If you dropped the device in the toilet and send it in because it doesn't work, please let us know before we open the package and use our bare hands to handle it. Have you seen what is in some of those toilets? And yes, we can tell when there is water damage, so please don't try to deny it.

5. Please don't get angry when we pass you to someone else. It only means that your issue is beyond our expertise.

6. Read the help files. Seriously, I am not kidding. You would be amazed at what was in there.

7. If you are having an issue with a product or software and it is not one of our products, please call the correct company. Really, we don't like having to tell you that we don't support that particular product.

8. Surprisingly enough, it is the simple things that fix a lot of issues. Don't get defensive when we ask you to check the power or the connections.

9. Don't call in the middle of the night to just "report" a problem if you don't have any intention of working with us. Many smaller companies have people who answer calls at night AND have to work the next day. We are more than happy to help you, but don't just call in for FYI sake.

10. Last but not least...we are not in the business for the glory of it all. (What little there is!) BUT...a thank you once in a while really goes a long way. Especially if you are a frequent caller, the person you get on the other end may have a better attitude to help you.

A little sense of humor helps too.