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How to be a good Tech Support customer.

During my years of helping people with their technology related challenges, I’ve found that some folks are easier to help than others. What makes some people easier to help than others? What can you do to make it easier for someone to help you out?

Try a few things before you call. You may fix your problem without having to call for help and they’ll speed things up if you do have to call. These steps are fairly universal for any computer/appliance/thing-a-ma-bob.

  • RTFM
  • Reboot it or turn it off and back on.
  • Make sure it’s plugged in. Physically check to see if everything’s connected, don’t just look.
  • Update to the latest version of software or firmware.
  • If there’s an error code, READ IT! Believe it or not, some errors tell you exactly what to do to fix your problem.
  • Google your error code or problem to see if there’s a quick fix.
  • Don’t wait too long to call. It’s OK to try a few things to fix the problem yourself, but don’t do anything drastic without talking to a geek.

Once you decide to call, here’s a few tips for making the best of your experience.

  • Tell the truth, the whole truth and anything else that may be remotely relevant.
    • What were you doing when the problem happened.
    • Have you changed anything?
    • Have you installed new software?
  • Try your best to follow instructions and if you don’t understand, speak up.
  • Be patient. Computer problems can be very frustrating and you’re probably not in the best mood when you finally decide to call for help, just remember that the person who answers the phone didn’t cause your problem, so try to be nice.
Geeks love to help out and by doing a few simple things, it makes it easier for us to do just that.
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About Todd E. Grady

I'm a dad, husband, IT guy and geek of all trades.

Posted on 10.16.2011, in Technology and tagged , . Bookmark the permalink. Leave a comment.

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