How to Communicate Successfully with Tech Support
Summary
Typically, when most people pick up the phone to call tech support, they are experiencing a certain amount of stress and anxiety, which can make it more difficult for them to communicate clearly. For example, one common issue is that someone may not use or know the correct terminology for the hardware, operating system, or software functions and actions they’re trying to describe, and using incorrect words can accidentally mislead the tech support rep. For example, someone might call and say, “my realtime macro isn’t working,” and then it turns out they were not using a macro at all; they were using a different type of realtime shortcut, such as an auto include or a Live Suggestion. Another way to improve communication is to follow these guidelines that will make your experience with Tech Support faster, easier, and much more satisfactory: ► Before you call, take a moment to write down (or type out) what problem you’re trying to solve. Unless the question is simple and straightforward, and the rep has heard the same or similar description before, the solution probably won’t be provided instantly. Just as your doctor needs to understand your symptoms and diagnose an illness before suggesting treatment, a tech support rep needs to troubleshoot and eliminate a variety of possible factors and causes until the source of the issue is identified and can be resolved.
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