In this post, Tech Support is the service provided by a firm in the event that you need to contact them regarding problems with their products. Although my main focus obviously, is on computers however, the advice I provide can be applied to virtually any product or service, from faulty appliances and televisions, to cable subscriptions and magazine subscriptions companies.
Why is the current technology support situation so often leave something wanted? This question isn’t going to make any difference however it could make you feel more at ease if you know the underlying dynamics
Supporting tech requires money. You might not have noticed however, but the economy is experiencing problems right now which is causing many companies to be less stingy about their budgets. Each time businesses try to reduce costs by reducing their expenditure, or the level of tech support they provide however, they end up sucking a little more. “But wait!” I hear you cry. “Doesn’t it cost a business MORE money losing a client due to bad technical support?”
Perhaps it is, and may not. The majority of these businesses employ complex formulas to figure out how many customers they lose due to their inadequate tech support, the amount tech support will cost to offer, and how many new customers can be gotten when the same amount of money is used to fund advertising.
If the equation is tilted even one cent towards advertising, you’ll know exactly what direction the business is likely to go about its business. Also, it is worth noting that a lot of companies do not take an approach from a long-term perspective which is why they often trade long-term profits to gain short-term gains, since they’re accountable to shareholders right now and their work is based on the immediate results rather than long-term results.
What do different companies in the computer industry view this Tech Support derby? According to research done by Consumer Reports, Forrester Research as well as LAPTOP Magazine, Apple has the most tech-friendly support, being the only company to offer decent tech support, and moderately satisfied customers. The most problematic culprits included Dell and HP and the other companies between them but more towards the extreme end of the spectrum.
How can I get Assistance?
What do you do in the event that your computer (or another product) is damaged, broken, or is acting up? What do you do? Before I proceed I’d like to acknowledge my primary source of information. While I’ve consulted a number of sources and then matched this knowledge with years of experience in the field (I’m thinking of your name, Dell] the most helpful source of information I’ve found to write this article is a great site that’s under the umbrella of Consumer Reports called Consumerist.com. It’s a great site for consumer advocacy. I would like to claim some of these ideas as my own but if you think it’s clever the idea probably originated from them. I’m sure they’d be happy with sending this information to others because we’re all on the same goal of creating a knowledgeable and empowered group of consumers.
The first thing you need to do is eliminate the normal channels. This is giving the customer service systems that are in place the chance to resolve your issue prior to breaking out the large guns. There is no need for the sledgehammer to get rid of the fly.
Here are a few essential tips to remember before beginning:
A) Keep an eye on everything. Keep all documentation including warranty paperwork, warranty documents as well as receipts from purchases. It is essential to understand the date and location where an purchase was made, and be in a position to prove the purchase. When working in tech assistance, you should take notes and track every thing that transpires. Note down whom you called, what time and with whom and what they said and what you’ve said. It is important to remember the details of what transpired, and be able and able to recollect it should you need to.
B) If you are able Use the correct terms. There is no expectation that you are an expert. However, whenever feasible, if you are familiar with the right terminology and terms, then utilize these terms. This advice was shared by one of my friends. It will save you much time and frustration on both sides if both parties are able to accurately explain your issue and what you’re looking for. If someone says their hard disk doesn’t work and they are referring to the DVD drive, there is a good chance that you will spend some time spent chasing your own trail until both parties are on the same level.
C) I could have started this first, but I cannot be too careful to. Be respectful, polite even friendly. Sarcasm, anger or profanity, personal attacks and a loud voice, etc. won’t help you in any way. It could cause more harm. There are likely to be circumstances and people that test your ability to avoid eruptions and spewing out hot lava. Blowing your top might help you feel better for a moment however it’s not worth the effort. On the other side, regardless of whether they’re located in Austin, Texas, or Mumbai, India, is an individual human being who is trying to do a tough and tedious job without any training, with poor pay, or even no assistance from their management. You would like them to be to be on your side not as rivals.
When you contact for help, you’ll be calm and collected and be aware of all that takes place. If you don’t receive satisfaction with the initial tech support rep you talk to, request to speak with an administrator. This is known as escalating the problem.
If the supervisor isn’t able or isn’t able to help then thank them then hang up and try again. Similar to the Lotto Quick Pick, sometimes it’s all about luck. If you make a second call and receive a different caller and you are lucky, you may be more fortunate.
This process is not enjoyable and could take a long time. It is possible to listen to the same Muzak song repeatedly. Instead of stewing within your own body fluids as the tough meat you’ve cooked in a slow cooker, pick up the latest magazine or book, stay hydrated and bring snacks, and keep your cool.
Say Hi To My Little Fren ‘…the EECB
If your effort to attain satisfaction with the usual channels of customer service isn’t working It’s time to pull into the big guns, the last resort option is the EECB. While I’ve been using variations of this method for a long time, I am grateful to Consumerist.com for naming the method in the first place, enhancing it, and the process of codifying it.
EECB is the abbreviation in the form of Executive Email Carpet Bomb. The purpose of this is to send your message out to all the top executives of the company that you’re referring to. When they receive the complaint letter and are aware that others was also notified this can result in the desired outcomes.
Step 1 Step One: Write a well-written complaint letter. It must be concise brief, concise, polite and professional. Explain to them precisely what you’re looking for. Make sure to frame your argument in a way that demonstrates how it will have an impact on the bottom line of the business. Be sure to spellcheck the letter and include contact details.
Make sure you provide the facts and also how you’d prefer to have the issue resolved. Documents should be provided with copies of the paperwork including receipts, serial numbers and so on.