One of the biggest complaints I hear about having to call into a support center is that the person on the other end of the phone or live chat session doesn’t listen to what you have to say. How much time could be saved if you were actually listened to do you think? Not to mention the torture you are sometimes put through just so the “tech” on the other end can make it through their checklist?
Its not really that much different than when you go to the doctor. If you tell them that your legs hurt and they start taking x-rays of your elbow I doubt you’re going to have much confidence in them. I mean there are methods to the madness but come on right? The same thing is true about your computer. No sense connecting directly to your modem if you’re problem is a constantly spinning hard drive.
Not Just Knowing What…Knowing Why Is Good Too
Knowing what to do when something happens is a good thing. It’s even better when you know why it needs to be done. All to often when you get help for your computer whether it be a friend or someone on the other end of the phone at technical support they may know what you need to do when something happens but doesn’t really know why.
This type of situation becomes a hit and miss scenario. This is why when some people get help from someone they are very happy and other people weren’t so much. For some the “what you need to do if” practice paid off and everything was smooth. For others it was just the first step in a two hour hell for getting to what should have been a five minute solution.
Normally when you call in to a call center for help it isn’t an actual computer tech on the other end. This means you are likely just following a list of procedures that popped up when you mentioned hard drive or modem. What you have done so far and what you did right before it started happening usually isn’t even part of the subject.
Listening to what you have done and what you think led up to the problem is really a critical part of the equation don’t you think? Whether it is someone with a list of what needs to be done if or it’s a computer tech attempting to diagnose a problem.
Listening to you completely is the first and most important part of the process. After all if your computer just got dreadfully slow after you installed that new Antivirus program it wouldn’t do either of us much good, except to waste a little time, for you to uninstall your printer drivers.
Having two Antivirus programs installed seems like a good idea. Double the protection and all but unfortunately having two antivirus programs means they are going to constantly fight one another and slow your computer down to the point it is almost unusable. Uninstalling one of the antivirus programs fixes the problem. See there, done in five minutes.
What Level of Support Do You Need?
So what level of support do you need? Are you pretty familiar with how a computer or an Internet connection works? So calling in to technical support and having to start out at level 1 having to go through everything you have already done just to be able to get to level 2 and doing the same thing before you are finally able to speak to who it was that you needed to speak to in the first place is probably not what you had planned for the evening is it?
Whether you go into a company like Best Buy or you call into HP you are not going to start off talking to the ones that are actual technicians. Best Buy and Office Max actually send most of their complicated work out so the actual technicians that do the more difficult work aren’t even available to speak to. When you call into the companies that do have technicians on staff make you jump through a bunch or rings and hoops before you are allowed to get to them.
Going Back to Computer Help Basics
Back in the day so to speak, in computers that was only 15 or 20 years ago. When you called a computer store to get computer help you actually got hold of someone that worked on computers. It would be nice if companies started going back to those basics I think. Not only will it possibly save you an hour or two but make you a lot happier too.
Sure the rate of pay of an actual computer technician or engineer is double or more than that of someone that answers the phone and follows a list. The time spent per call would also drop so it’s likely that the overhead of labor expenses probably wouldn’t shift all that much. Not to mention customer satisfaction would increase exponentially.
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