Help me give better technical support
December 25, 2009 4:31 PM Subscribe
When did you have a great interaction with technical support, and what did the technician do to make the experience better? In-person encounters preferred, but call-ins also welcomed.
I'd like to improve my tech support "bedside manner" by collecting anecdotes about people doing it right. Try to explain what the technician did and why you appreciated it. Bonus points if you are yourself very knowledgeable or very ignorant, and the technician was able to accommodate that.
Please exclude institutional aspects, because I can't really do anything about that.
If you have a really instructive example of someone doing it wrong in a very common way, and nobody has previously mentioned it, feel free to post that too. I would, however, prefer that this thread focus on the positive.
I'd like to improve my tech support "bedside manner" by collecting anecdotes about people doing it right. Try to explain what the technician did and why you appreciated it. Bonus points if you are yourself very knowledgeable or very ignorant, and the technician was able to accommodate that.
Please exclude institutional aspects, because I can't really do anything about that.
If you have a really instructive example of someone doing it wrong in a very common way, and nobody has previously mentioned it, feel free to post that too. I would, however, prefer that this thread focus on the positive.
Speaking as someone who works in the field. Something I find that helps a lot is, if you ask a customer to do something as a test, be ready to explain precisely why you are asking them to do it, as not everyone will understand your thinking, even if it seems obvious to you.
Plus, there's no shame in not knowing something. If you've forgotten something, or the customer has thrown you a curve ball, they will always be more appreciative if you go away and find out, especially if you offer to get back in contact with them, than if you fob them off.
And always remember it's genuinely heart warming when someone goes out of their way to either thank you directly, or even contacts your manager to say what great service they had.
posted by iamcrispy at 5:07 PM on December 25, 2009
Plus, there's no shame in not knowing something. If you've forgotten something, or the customer has thrown you a curve ball, they will always be more appreciative if you go away and find out, especially if you offer to get back in contact with them, than if you fob them off.
And always remember it's genuinely heart warming when someone goes out of their way to either thank you directly, or even contacts your manager to say what great service they had.
posted by iamcrispy at 5:07 PM on December 25, 2009
I have stayed with the same VOIP service for years primarily because of their excellent technical support (thankfully I don't have much need to use it anymore). One of their technicians really made me happy once and I haven't forgotten it.
My phone router wasn't working right. I don't remember the details but I remember that he spent a long time on the phone with me trying to figure out why it wasn't working. Whatever the problem was, 99% of the time it would have been a user issue. For the router to go wrong in that particular way was nearly unheard of unless the user had messed it up somehow. But when we reached the point where he says "I've never heard of this before" and I said "I swear it's happening," he treated the problem as a technological mystery that we were going to solve together. I LOVED that. It actually made the experience enjoyable because I had the sense we were in it together trying to figure out this thing. He asked around, bounced the problem off of his co-workers and boss, and we all solved the mystery together (it wasn't my fault, it really was the router).
posted by Danila at 5:15 PM on December 25, 2009 [1 favorite]
My phone router wasn't working right. I don't remember the details but I remember that he spent a long time on the phone with me trying to figure out why it wasn't working. Whatever the problem was, 99% of the time it would have been a user issue. For the router to go wrong in that particular way was nearly unheard of unless the user had messed it up somehow. But when we reached the point where he says "I've never heard of this before" and I said "I swear it's happening," he treated the problem as a technological mystery that we were going to solve together. I LOVED that. It actually made the experience enjoyable because I had the sense we were in it together trying to figure out this thing. He asked around, bounced the problem off of his co-workers and boss, and we all solved the mystery together (it wasn't my fault, it really was the router).
posted by Danila at 5:15 PM on December 25, 2009 [1 favorite]
Go to the nearest Apple Genius bar and see how they are doing it. They're doing it right. Basically, very respectful and competent.
posted by cestmoi15 at 5:25 PM on December 25, 2009
posted by cestmoi15 at 5:25 PM on December 25, 2009
Seconding birdsquared. Find out early in the call what level the user is at, and tailor your solutions to their ability. If you decide they're not the sharpest crayon in the box, try not to let that show in your voice. The only time I have ever been rude to a technician was when he assumed that (what turned out to be) a complicated bug was actually an ID-10T error, and talked down to me for the entire call.
If the problem is something which the user could safely have fixed themselves, end the call by revising the steps you took to fix it: "Okay, so if this ever happens again, try deleting and recreating the network connection. You do that by doing this, this and this. If that doesn't work, give me a call."
posted by embrangled at 5:33 PM on December 25, 2009 [1 favorite]
If the problem is something which the user could safely have fixed themselves, end the call by revising the steps you took to fix it: "Okay, so if this ever happens again, try deleting and recreating the network connection. You do that by doing this, this and this. If that doesn't work, give me a call."
posted by embrangled at 5:33 PM on December 25, 2009 [1 favorite]
And yes, when a user tells you "I swear this sounds crazy but it's really happening!", try to believe them.
My workplace uses customised database software. The morning after it was upgraded, I had to call tech support to complain that whenever I tried to print multiple pages, it would spit out the square of the number I asked for. Print three pages, and it would print nine. Print 20, and the printer will valliantly try to spit out 400 pages, as you dive for the cutoff switch. It was honest to goodness true, but I think tech support thought I'd gone mad.
posted by embrangled at 5:42 PM on December 25, 2009
My workplace uses customised database software. The morning after it was upgraded, I had to call tech support to complain that whenever I tried to print multiple pages, it would spit out the square of the number I asked for. Print three pages, and it would print nine. Print 20, and the printer will valliantly try to spit out 400 pages, as you dive for the cutoff switch. It was honest to goodness true, but I think tech support thought I'd gone mad.
posted by embrangled at 5:42 PM on December 25, 2009
When there are system outages, no amount of information is too much. I still have huge respect for an IT tech in one newsroom who would call up during outages every 5-10 minutes to update the reporter on what was being done. He didn't hold anything back, either: if it was IT's fault, he said so. If they were drumming their fingers waiting for Sun to arrive, he said that too. He would also spend as long as necessary trying to explain the problem.
The contrast with the other techs -- who had to be chased for status reports and declined to reveal anything beyond the bare minimum -- was startling.
In short: share and overshare. When users are looking at a bust PC or can't get the server, you're all they've got. Get chatty.
posted by bonaldi at 5:45 PM on December 25, 2009
The contrast with the other techs -- who had to be chased for status reports and declined to reveal anything beyond the bare minimum -- was startling.
In short: share and overshare. When users are looking at a bust PC or can't get the server, you're all they've got. Get chatty.
posted by bonaldi at 5:45 PM on December 25, 2009
Be friendly, but not TOO friendly. I called a service desk last week about a computer issue that should have taken about 2 minutes to fix, but the technician somehow filled about 15 minutes with mindless, awkward "banter," and kept me from getting back to work. Don't do that!
posted by sarahsynonymous at 5:49 PM on December 25, 2009
posted by sarahsynonymous at 5:49 PM on December 25, 2009
Sadly, I'm awful to 90% of service techs - but only because they're awful at their jobs.
Often, I hang up (politely) on someone who (a) doesn't know their company's procedures and products as well as I do, and (b) talks down to me and follows some script rather than listen and use their skills to help me rather than following their script.
birdsquared and embrangled have it right.
If you work for a company I contract, when I call back to get a tech with a brain, expect me to be in a bad humour. The next right tech ALWAYS turns it around by quickly ascertaining my situation, empathizing, appropriately apologizing for the previous lousy service, and evincing and upbeat attitude while taking the reigns and driving the service call towards a quick, competent, and positive solution.
Do you have the ability to comp me on some small aspect of the service to make up for the hassle of calling in 4x and spending 45 minutes to obtain a simple solution to my issue? THEN DO THAT.
Thank you for caring and doing a great job!
posted by jbenben at 6:34 PM on December 25, 2009 [1 favorite]
Often, I hang up (politely) on someone who (a) doesn't know their company's procedures and products as well as I do, and (b) talks down to me and follows some script rather than listen and use their skills to help me rather than following their script.
birdsquared and embrangled have it right.
If you work for a company I contract, when I call back to get a tech with a brain, expect me to be in a bad humour. The next right tech ALWAYS turns it around by quickly ascertaining my situation, empathizing, appropriately apologizing for the previous lousy service, and evincing and upbeat attitude while taking the reigns and driving the service call towards a quick, competent, and positive solution.
Do you have the ability to comp me on some small aspect of the service to make up for the hassle of calling in 4x and spending 45 minutes to obtain a simple solution to my issue? THEN DO THAT.
Thank you for caring and doing a great job!
posted by jbenben at 6:34 PM on December 25, 2009 [1 favorite]
I like to know why I'm being asked to do the things I'm asked to do, particularly if they're very time-consuming. I like it when the tech knows roughly what my level of understanding is, but is still confident enough that they can ask some tough questions just to make sure I'm not blowing smoke. Mostly I like when they'll let me know that yes what they're asking me to do is a little nutty but yes, please it will help them do their jobs. Lastly I like it when I'm calling about a recurring problem and the tech makes it clear to me that they're up to speed on my problem so far and don't make me tell them a whole bunch of things that should be in the ticket log.
he treated the problem as a technological mystery that we were going to solve together.
This is the sort of thing that I really like as well.
posted by jessamyn at 6:51 PM on December 25, 2009
he treated the problem as a technological mystery that we were going to solve together.
This is the sort of thing that I really like as well.
posted by jessamyn at 6:51 PM on December 25, 2009
What always impresses me is when the tech really knows his stuff. I remember a call I made to Lexmark. I was having some kind of knotty issue with my laser printer. I usually expect the techs to be reading a script and working through a tree, and to know less about my problem than me. The guy who was handling my call clearly knew what he was doing and knew more about it than I did. Problem got solved.
With my cable/phone/Internet provider, the first line of techs is usually of the script-reading variety, but if I get elevated, the next guy I talk to is always very competent and will be able to talk over my head.
posted by adamrice at 7:32 PM on December 25, 2009
With my cable/phone/Internet provider, the first line of techs is usually of the script-reading variety, but if I get elevated, the next guy I talk to is always very competent and will be able to talk over my head.
posted by adamrice at 7:32 PM on December 25, 2009
You say you don't want to hear about instituional aspects. Fair enough. But if I call a tech support person I don't want to hear about his company's instutional aspects either. I don't care why or if you have an awkward process for dealing with complaints. I just want the problem fixed. Bitching to me about your company's internal
operations is rather loathsome.
posted by dfriedman at 9:35 PM on December 25, 2009
operations is rather loathsome.
posted by dfriedman at 9:35 PM on December 25, 2009
I am a relatively sophisticated user, so when I call tech support, I am always pleased when they quickly catch on that the language and terms I am using, specifically to show my knowledge and awareness, allow them to answer in kind. If for example, I call in to my ISP saying my average ping time is over 200 ms...
Bingo. Don't treat me like a luser if I'm making it clear that I'm not.
I don't give a flying fuck about what you have to do to solve a problem. I have a problem, I am paying your company for a service, I want the problem fixed. If it's going to take more than a few minutes for you to deal with it, I want you to say "This will take ten minutes, so how about I call you back?" I don't want my time wasted, I don't care what you have to do, I want my shit fixed. Nothing more, and certainly nothing less.
posted by dirtynumbangelboy at 12:01 AM on December 26, 2009
Bingo. Don't treat me like a luser if I'm making it clear that I'm not.
I don't give a flying fuck about what you have to do to solve a problem. I have a problem, I am paying your company for a service, I want the problem fixed. If it's going to take more than a few minutes for you to deal with it, I want you to say "This will take ten minutes, so how about I call you back?" I don't want my time wasted, I don't care what you have to do, I want my shit fixed. Nothing more, and certainly nothing less.
posted by dirtynumbangelboy at 12:01 AM on December 26, 2009
I love when I deal with my web hosting support and it's obviously a) a person there, b) they're interested in solving my problem and c) they want me to participate (or are at least amenable.) If they say "OK, I wrote a script to do all that faster, do you want to see it for next time?" my heart sings.
posted by chesty_a_arthur at 4:36 AM on December 26, 2009
posted by chesty_a_arthur at 4:36 AM on December 26, 2009
To all those above who get pissy when the tech asks, "Is it plugged in?" IMHE (esperience) about 1/4 of the time it is not plugged in.
There is a difference between people calling from home and people calling within a business. If the help desk is in house one would expect them to know the environment. E.G. my environment is 100% static IP. So you often get asked "Did you move the computer?" when confronted with the "I can't get on the network" problem. Obviously they have a problem with people re-arranging their offices...
The best customer experience I have had was at Apple. I know their policies, and I know what to expect. What happened was very unexpected in that they offered to replace my blowned up iMac without the painful try three times and beg. ( it was under AppleCare).
posted by Gungho at 5:37 AM on December 26, 2009
There is a difference between people calling from home and people calling within a business. If the help desk is in house one would expect them to know the environment. E.G. my environment is 100% static IP. So you often get asked "Did you move the computer?" when confronted with the "I can't get on the network" problem. Obviously they have a problem with people re-arranging their offices...
The best customer experience I have had was at Apple. I know their policies, and I know what to expect. What happened was very unexpected in that they offered to replace my blowned up iMac without the painful try three times and beg. ( it was under AppleCare).
posted by Gungho at 5:37 AM on December 26, 2009
Yes, please don't ask about the weather where I am, or if I'm enjoying my day. I understand that it might take a minute to get my account called up. You really don't have to fill the empty air with dumb social niceties. We don't have that kind of relationship, and in fact, by the time I call you I'm probably not having a very good day anyway, and I don't want to talk to you about it.
Also, another "Hell, yes!" to the idea that veering off-script is ok if it's obvious I'm not a tech newbie.
posted by SuperSquirrel at 7:44 AM on December 26, 2009
Also, another "Hell, yes!" to the idea that veering off-script is ok if it's obvious I'm not a tech newbie.
posted by SuperSquirrel at 7:44 AM on December 26, 2009
As both a solicitor and patron of technical support, I think the best approach is to treat the process like a TV cooking show. Talk about what you're aiming to accomplish, walk through the processes, explain why you're doing what you're doing, and remain confident but pleasant.
posted by analogue at 9:34 AM on December 26, 2009
posted by analogue at 9:34 AM on December 26, 2009
I had a pretty good experience with HP support the other week. The tech very quickly (like, inside 30 seconds) grasped that I was an experienced user and immediately switched to no script tech talk mode. Working together, we systematically identified symptoms and linked them together in order to build a case. When it became clear that this was an issue for which there was no immediate fix, he was honest and told me exactly that, put me on hold for a couple minutes while he confirmed, then said he would call me back the next day, which he did.
This issue went on for a couple of days during which this guy was really on the ball with respect to keeping me updated and informed through email and phone calls. He even went so far as to reveal to me a little bit of related HP secret sauce information when I expressed frustration one day (at the universe, not at him). He was breaking the rules technically, but it really helped me to understand and feel better about my problem. The fix ended up being a not so great compromise until new firmware is released, but I still feel a strong brand loyalty to HP gear, not in small part because of that tech. During all our interactions I was very impressed by his skill, high level of technical knowledge, and instinct for customer service. I felt like I was being treated as an equal by a competent professional, not being talked at by a script reading monkey in India, which how how I usually feel when I am forced to call tech support (looking at you, Microsoft licensing agents).
posted by tracert at 11:54 AM on December 26, 2009
This issue went on for a couple of days during which this guy was really on the ball with respect to keeping me updated and informed through email and phone calls. He even went so far as to reveal to me a little bit of related HP secret sauce information when I expressed frustration one day (at the universe, not at him). He was breaking the rules technically, but it really helped me to understand and feel better about my problem. The fix ended up being a not so great compromise until new firmware is released, but I still feel a strong brand loyalty to HP gear, not in small part because of that tech. During all our interactions I was very impressed by his skill, high level of technical knowledge, and instinct for customer service. I felt like I was being treated as an equal by a competent professional, not being talked at by a script reading monkey in India, which how how I usually feel when I am forced to call tech support (looking at you, Microsoft licensing agents).
posted by tracert at 11:54 AM on December 26, 2009
If the support call is about software, you should first explain what you are going to do, then go through the individual steps, letting the customer interrupt with "I can do that" if they don't need each step. Case in point: I needed some help with a certain function in Excel - a pivot table or something. The help-desk started out by telling me to press Alt (wait til I answer OK) press F (wait for OK) press A (WAIT) press enter (wait for OK)..... on and on, and I was getting very confused. If he had just said - let's save a copy of your worksheet so we don't mess it up while we figure out your function - I could do that.
posted by CathyG at 2:35 PM on December 26, 2009
posted by CathyG at 2:35 PM on December 26, 2009
I just refinanced my mortgage. One of the few things that made the process better was the people with whom I had to deal. The paperwork and minutiae and papers getting crossed in the mail was infuriating. However, the far-flung series of women I was in contact with throughout the process were all fantastic. What made them so wonderful? They took the time to explain things. I asked a lot of questions and issued some challenges. They didn't just give tort answers; they explained the reasons behind them.
I LOATHE tech support that assumes I'm an idiot. I LOVE tech support that gives me the benefit of the doubt. Assuming, of course, I provide them enough up-front information so that they know I might benefit from genuine explanations.
Also I try to be very courteous to tech support folks. It makes a bright spot in my day when they very noticeably brighten up when they see that I recognize them as a fellow human. I don't know how to encourage that response but...go for it.
posted by carlh at 2:05 PM on December 27, 2009
I LOATHE tech support that assumes I'm an idiot. I LOVE tech support that gives me the benefit of the doubt. Assuming, of course, I provide them enough up-front information so that they know I might benefit from genuine explanations.
Also I try to be very courteous to tech support folks. It makes a bright spot in my day when they very noticeably brighten up when they see that I recognize them as a fellow human. I don't know how to encourage that response but...go for it.
posted by carlh at 2:05 PM on December 27, 2009
Others have mentioned respect and courtesy and kindness toward the customer, and the importance of those can't be emphasized enough. As with all other facets of life, communication skills and the ability to listen count for almost as much as the technical skills and knowledge you possess.
One thing I've found useful as a support person is to figure out ways to demystify issues, concepts, etc. by using non-computer analogies and non-techie language (where possible). For instance, by explaining that port numbers and IP addresses are a bit like street addresses and phone numbers, and if their software or hardware components aren't using the right contact info they won't be able to "meet" or communicate. I've encountered many many end-users who don't understand the difference between memory and drive capacity; I often illustrate the difference by saying that memory is like the surface of your workbench and drive capacity is like the drawers underneath ... maybe it's a hokey and limited metaphor, but it gives them the basic idea. Or perhaps the incomprehensible and technically complex computer thing they're trying to accomplish is in some way like driving or repairing or tuning up a car. You get the idea.
Another thing that my customers really seem to appreciate is follow-through and follow-up - "owning" the problem and keeping them updated on progress. I've been on the other side of that phone call plenty of times, and I've been grateful when I could feel that even if my problem didn't get fixed right away, I could at least be confident that they shared my sense of urgency and hadn't brushed my problem aside to gather dust while I sat idle and unproductive.
posted by Greg_Ace at 3:28 PM on December 27, 2009
One thing I've found useful as a support person is to figure out ways to demystify issues, concepts, etc. by using non-computer analogies and non-techie language (where possible). For instance, by explaining that port numbers and IP addresses are a bit like street addresses and phone numbers, and if their software or hardware components aren't using the right contact info they won't be able to "meet" or communicate. I've encountered many many end-users who don't understand the difference between memory and drive capacity; I often illustrate the difference by saying that memory is like the surface of your workbench and drive capacity is like the drawers underneath ... maybe it's a hokey and limited metaphor, but it gives them the basic idea. Or perhaps the incomprehensible and technically complex computer thing they're trying to accomplish is in some way like driving or repairing or tuning up a car. You get the idea.
Another thing that my customers really seem to appreciate is follow-through and follow-up - "owning" the problem and keeping them updated on progress. I've been on the other side of that phone call plenty of times, and I've been grateful when I could feel that even if my problem didn't get fixed right away, I could at least be confident that they shared my sense of urgency and hadn't brushed my problem aside to gather dust while I sat idle and unproductive.
posted by Greg_Ace at 3:28 PM on December 27, 2009
This thread is closed to new comments.
posted by birdsquared at 4:58 PM on December 25, 2009 [1 favorite]