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Why Most People Hate To Call Tech Support

by / Wednesday, 28 September 2016 / Published in News

As technicians, we understand the dilemma. So, let’s take a look at the difference between good and bad tech support.
Bad tech support.  You’re in a time of need and you call for help because you cannot get your computer to work properly. Maybe it’s a specific program or maybe it’s the darn browser again. Regardless, when you get on the phone with someone, they immediately dive into questions about the issue. You’re trying to answer the best you can. However, the tech sounds impatient and frustration mounts for both of you. The tech now slows down his speech and explains about the control panel, the settings, or even some error message. You quickly reach your boiling point where you yell into the phone, “Can you fix this or not?” He tries to calm you down by explaining that he is the expert and you should calm down. Unfortunately, you just see the minute hand ticking by and your valuable work time flying out the window.

Truth…  Unfortunately, many tech support agents forget how to work with others kindly. They speak down to you and make it abundantly clear that they know better than you about how these things work. This is not a team player.

Good tech support.  Your computer has just given you the blue screen of death. You don’t understand the error message, so you call for support. The technician on the phone asks you specifically “How you are doing today?” What? Wait. You say, “I am doing ok, except my computer is not cooperating.” “Oh, I’m sorry to hear that. Can you tell me what’s going on?” the tech says. Already, you are at ease feeling like you’re connecting with a friend. As you explain the difficulties and the message on the screen, the technician is telling you what he is pondering, what the possible issues could be and what resolutions he has in mind. “So, for us to try these things, could you help me with a few steps?” he says politely. You’re feeling much better already and can see a light at the end of the tunnel.

Truth… Technical ability is not the only reason why a technician is a good tech. Positive attitude and soft skills are also a major part of their success. All of us tech support agents bring aptitude, education, and a geeky little twist to our positions, but not all can deliver a kind service experience.

Choosing an outsourced IT company.  So, if you’re ready for a change. Give us a try. We provide a positive attitude, empathy and people who can truly fix your problems with care. We crave the satisfaction of helping you resolve the issues and we’re proud to be a part of your success.

Contact us today at 888-837-4466 or info@roccompany.com

 

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