Technical Support hates you!

Restored from the Empower Network archive (2011–2017), lightly edited to meet our current advertising standards. Views are the original author’s.

When is the last time you called Technical Support just to say, “Hey how is your day going?” Chances are you never have because the number reason you call technical support is because you are having a problem and you need it fixed. Does that sound familiar? I know it does on the receiving end being a former technical support representative. There are some key things you need to remember when you call technical support for any company that you call. The absolute number one is your demeanor when you call. I understand you are paying for a service and it’s not working. Be understanding of the technician that is on the phone. They are there to help you and fix your problem and no service is going to work 100% of the time no matter how much you pay for it. Just think of that when you call. The technician may be having a bad day. Maybe the last caller wasn’t so nice. Keep that in mind. Their goal is to help you. Remember the ball is in your court as the caller because the technician is a paid employee. Majority of the time he or she’s actions are monitored. You don’t have to act up when you call. Just listen and follow directions so the technician can better assist you because you have better things to do with your time besides calling technical support. As a technician we want to help you and get you off the phone as quick as possible. If you have questions e-mail them don’t ask them while the technician is working. The technician needs to focus. You can ask questions after the fact. Remember their actions are monitored and it’s in their best interest to get your problem quick and fast in a hurry. Businesses care about how long a call takes. They take it into consideration and it is monitored. Help the technician help you. Once your problem is fixed feel free to ask all the questions you want. Be as nice as you can because the nicer you are the faster the technician will work for you. I promise you they will do everything possible to help you. It’s their job. If you don’t follow these rules then technical support hates you and your name will get thrown around the office and every technician is going to cringe when they hear your name. We want to help you at all cost and we want to get you off the phone as quick as possible. Remember technical support again is monitored if you are calling a reputable company. So sit back and relax and let them do their job. The ultimate no no is when you have technical support logged into your computer. Don’t touch your freaking mouse and let them work. Don’t question. Let them work, they know exactly what they are doing to help you. Now there are some technical support agents that can multi-task where they help you and talk. Those are great technicians but their efficiency is sub par. Let the technician do their job and you attract more bees with honey. If you want crap then act like crap and you will get crappy technical support.