Windows

5 Ways To Get Through Customer Support Smoothly

Posted by on Feb 13, 2008 | One Comment

Gnomie James Briggs writes:

Hey Chris, I have recently had to deal several times with Dell technical support, and even though I got annoyed at times, I’ve discovered a few things that get me through the calls as quickly and as easily as possible.

  1. Get all service tags, serial codes, etc. prepared before you call for help.
  2. Know, in simplest terms possible, what’s wrong before you call. Don’t bog down the conversation with superfluous details — this only confuses things.
  3. Don’t ramble on. Keep sentences short and to the point.
  4. Talk clearly in proper English, and don’t use slang.
  5. Don’t get annoyed or aggressive if the person on the other end of the phone gets confused — it won’t get you any closer to solving your problem! Patience really is a virtue.

I love the show, and thanks for your great help!

  • Bill Webb

    To those I would add: remember that the communication is YOUR responsibility. You are the one at the scene; the one with all the information; the one who needs to inform the support person. If you fail to carry out your end of the job, she won’t be able to do hers. IT IS NOT SUPPORT’S JOB TO READ YOUR MIND, or figure out what’s happening at your end of the phone. Their job is to take (useful) information and solve specific issues. Explaining the issues is your problem.