Gawkwire: Web Hosting and Internet News Resource: Tech Support: Rules to Live Revisited

Tech Support: Rules to Live Revisited
================================================================================
David Dunlap on 07 June, 2010 11:22:00
 
(Gawkwire.com) - It has been quite some time since the last time we poured
through hundreds of technical manuals and support texts and interviewed dozens
of senior support staff. We even managed to have a fairly lengthy if not
somewhat dangerous conversation with the Bastard Operator from Hell. Consider
these rules as an extension of the original found in Ping! Zine's issue 19. So
sit back, get comfy, and try to keep your blood pressure under control. Support
techs take notes, all else avert your gaze from the powerful words of wisdom
contained herein.
Truth is relative. Best to Give Users Explanations they can Deal with.
Bad Way:
Tech: There is a way to do that, but I don't think you're literate enough to
follow my instructions, nor do I have the patience required to walk you through.
Better:
Tech: Sorry, I don't know any way for you to do that.
If you give a list to a user, give "quick-out" options at the beginning and end
Tech: What type of account are you using Mini, Mano, Macho, Grande, or Beni?
User: Uhhhh... Beni
Tech: I'm sorry, Beni was discontinued you probably need to upgrade.
Reading instructions to the user works. When their reading them it doesn't.
Tech:  And what's it doing now?
User: It's working!!! I wonder why it didn't work when I did it.
Tech: No idea.
Pregnant pauses or holding can be useful and give added credence
User: When will you change/add unlimited bandwidth to your plans?
Tech: Let me check on that for you.
Tech: It's tentatively scheduled to be coming out in the future, but it's rather
low on the list of priorities so it might be a while.
Don't try to force your knowledge on someone
Tech: Which control panel are you using?
User: Internet Explorer.
Tech: Hmm, are you using cPanel or Plesk.
User: I just told you I use Internet Explorer to access my site admin.
Tech: Internet Explorer is a browser not a control panel.
User: Well, I am using it. Can I talk to your supervisor; it’s obvious you
don’t know your job.
Always annunciate properly:
Tech: ok you are going to want to access the Windows Error Reporting screen.
Customer: Air reporting? How is that going to help me?
Tech: Er-ror reporting.
Customer: Arrow reporting? I think I am really confused.
Tech: I think I am too.
There are some words, perfectly normal words, that should be avoided... like
type:
Tech: Ok I want you to type A colon then press enter.
Customer: A c-o-l-o-n t-h...
Tech: Sir just press the A key on your keyboard then press and hold the shift
key while pressing the key left of the L and then press the Enter key.
Customer: Well why didn't you say press A: and hit enter in the first place!
Writer’s Bio: David Dunlap is celebrating his 10th year as both a Web host
industry analyst and commentator. Prior to his active writing career, David was
a network and communications technician for four years for the U.S. government.
He currently is the Editor-in-Chief for www.WebHostMagazine.com.