How to: Deal with ISP technical support

Photo: www.gaia-tech.com

1. Don't talk like you know everything. You're obviously ringing a technical desk for support. If you knew it all, you wouldn't be phoning so don't go there – it makes you sound like an egotistic moron.
2. Don't lie. At the end of the day, technical support are there to help you fix something. If they suggest a resolution, don't lie and say you've already done it just because you don't think it will work. Remember point 1, you rang for support. This is exactly what you're getting. By lying you'll only delay a fix.
3. Explain your problem. In order to get the best possible support, you're going to need to explain the problem you're having quite well. Remember, the agent you are speaking to isn't in the house with you so they rely on your explanations to understand the issue.
4. Be nice. At the end of the day, you have called up for help. Would you honestly want to help someone who is shouting down the phone non stop, refusing to co-operate and demanding someone senior? No. You wouldn't. Don't treat the agent like crap and maybe they'll be more inclined to offer their best.
5. Use manners. Thank the agent for their help, it's nice and you might very well cheer them up and brighten their spirits after a previously difficult call (ie a customer who doesn't follow these steps).

Talking to technical support isn't brain surgery. All you need is a little common sense, some manners and a willingness to co-operate. Without these qualities you're not going to get very far. You will get your problem fixed, but it will sure as hell take a lot longer than you hoped for.

A key thing to remember is that you are speaking to another human being. A lot of people like to use the fact that they are talking over a telephone as a way to be downright rude. You wouldn't do it to someone in person, so why do it over the phone?

Also, you're not the only person who wants to speak to technical support. Don't be moaning about a queue the minute an agent picks up your call. This is how a queue works – you wait your god damn turn!

Following these simple steps will ensure you get the very best experience when phoning for support. 

Christmas eve eve

So, as I am sure you are all aware, today is 23rd December AKA Christmas eve eve. I have just got home from work and I'm all set for Christmas. I popped out this morning before my shift started and got the last of my shopping. I must admit, I don't know why I leave things til this late. Everywhere is full to the rafters of similar last minute shoppers all rushing to get theirs done.

Accurate representation of last minute Christmas shopping

The picture above is just a stock photo I pulled from Google, plus it was probably taken during warmer months because there isn't a coat in sight (the weather also looks moderately OK). Regardless, it's an accurate representation of last minute Christmas shopping - exactly what I was faced with this morning, just before work.

I may have already mentioned that I work on the technical support desk for a major ISP. I also have a computing A-level, plus a COMPTIA A+ and MCTS certification. I'm currently studying, part-time, towards a BSc in Software Development and Networking so you might start to see a few "techy" posts appearing on the blog. I like to help people out as best I can, which is why I love technical support so much. I also know that people get very frustrated about their broadband and phone line being down so I'm definitely going to get a few articles out about how to check for basics, and what things you should be checking before reporting a fault with your ISP.

Broadband - Connecting you to the world in seconds

You see, the internet is a wonderful thing. The smallest of problems though can have massive consequences. That 5 minute video that you were watching could take a lifetime to buffer. I know just how much people HATE buffering. Stay tuned for some detailed articles about helping yourself with your broadband. I'm planning a rollout in the new year.

You'll probably hear from me tomorrow before I sign off for Christmas completely. Until then, stay safe and enjoy the time off (if you've finished for Christmas, that is)

Panic over

Ah, the guys over at Facebook HQ work quickly don't they. All is well again in the camp and order has been restored.

'tis a shame really, I was really looking forward to the massive media blow out coverage of the downfall of Facebook. Being the media they would have rocketed it well out of proportion - the joys of journalism I suppose.

Regardless, all you avid Facebookers have your mecca back. Go enjoy it.