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Five tips for getting better support

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A while back, I wrote about giving better support to users. This time, I’m turning the tables; here are five tips to get better support:

  1. Curb your anger and annoyance
    • While I’ll concede that giving the person on the other end of the line a piece of your mind, keep in mind that their job is not to be your personal punching bag.
  2. Be patient
    • Support techs will often need time to research a solution. Give them that time.
  3. Be honest
    • Did you fiddle with it? Say so. Do not lie to a tech, it will only make the time to solve the problem longer. Much longer.
  4. Describe what happened, and when
    • Instead of saying “It don’t work”, say “I’m not receiving emails. This started when…”
  5. Don’t claim skills you don’t have
    • This ties in with no. 3. If you say that you know everything about computers, but in fact barely know how to send an email or use search engines, you will not get better support. If you lie about your skillset, you will be given solutions that you are not capable of implementing. If, instead, you tell the truth about your skillset, the tech will be able to explain the solution in more detail, getting you closer to solving your problem.

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