Whether calling Imagine IT, Comcast, or any other Tech Company
We all know that feeling. You’ve got a tech issue, and you have to call tech support. Whether it’s your computer, your cable box, or even your car, the person on the other end of the phone is going to ask you to try some simple things before they start more intense support. If you’re not prepared, it can be a frustrating experience. But with these simple tips, you can get excellent tech support every time!
First – Be Nice! It Goes a Long Way!
Tech support people are people, too. They are there to help you, and they want to do the best job possible. So be nice! Remember that they’re doing their best, and they just want to help you solve your Problem so you can get on with your day. If you’re polite and patient, they’ll be much more inclined to do whatever they can to help you.
Try the simple things first
Try the simple things first before you call tech support. Restart your browser or restart your computer. Unplug your modem and router, then plug them back in. Delete the cookies and cache on your browser.
If you’ve tried all of these things and you’re still having problems, it’s time to call tech support. But be prepared! Let them know that you’ve already gone through the steps above, so they know that you’re on top of it. Try to be patient! Remember, tech support is there to help you.
See if you can reproduce the Problem
If you can’t reproduce the Problem, it will be difficult for someone else to find out what’s wrong. Before you call or email someone for help, try to perform the task in a couple of different ways to see what triggers the faulty behavior.
Include as Much Information as Possible
When you’re reporting a tech issue, the more information you can provide, the better. What type of computer are you using? On what operating system? What browser? What time did the Problem start happening? The more details you can give, the easier it is for someone to solve the Problem.
If possible, try to find an error message or code when having tech problems. If it’s a software issue, there might be an error log that can help provide some clues as to what is going wrong. Try taking screenshots of these messages and sending them along with your email or including them in your phone call.
Communicate As Clearly As Possible
Be sure to communicate clearly and patiently when talking to someone about a tech problem. Tech support people are there to help, and they need clear information to provide the best service possible.
For example, “My internet is not working” is not a great description of your Problem.
But, “I can’t pull up any pages in Safari on my desktop. I am connected to my modem via an ethernet cable. I can’t seem to connect to my home wi-fi with my phone either” is a fantastic description of your situation and is a great help in the process to resolving your issue.
And that’s it! Those simple tips will go a long way in helping you get excellent tech support every time. Remember – try the simple things first. Then, when you must call for help, make sure your issue is reproducible and include as much information as possible. And finally, be nice! It’ll make everyone’s day a lot easier.
