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.