Tech Support …… Out of the Country

Thu, Sep 25, 2008


Many tech support companies reside outside of the US. Some of the calls are answered by English-challenged personnel and in certain cases can lead to a great deal of frustration. Here are some suggestions to avoid ruining your day.

1. Make a so-called contemporaneous record of the call, which by the way is accepted in a court of law. That is, write the date, time of day on a paper. Next ask for the full name of the representative; if he says Fred, ask what’s your last name Fred? Make him feel at home by referring to him by name Fred, or better Mr. Smith. Then record any important item which occurs during the call. You can flesh out your recording after you hang up.

2. Be respectful. If you can not understand him, say “you have been helpful but I am having trouble understanding the explanation because of your accent. May I speak to another person, please”.

3. Make sure you have at your fingertips the application you were working on, the version of all software involved including OpSys, all else going on at the time so that you properly frame your problem.

4. Ask to speak to a supervisor if need be. And or call back to get another support person. But you should always be able to speak to a supervisor. Don’t forget, you have the person’s name if he handled you unprofessionally such as hanging up.

5. If nothing works, send an email or letter to the manufacturer describing your problem, relying upon your contemporaneous recording for descriptions. But be respectful. Also, call other experts you may know.

Above all, remain calm and don’t let your frustration ruin your day.

This post was written by:

- who has written 5 posts on Mac Lab: An Apple Macintosh OS X, Mac & PC Blog.

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