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Patrick Chinn
Distributed Network Computing Consultant
pchinn@uoregon.edu
When your computer fails to cooperate, do you hesitate to call for technical support?
Solving problems over the telephone can sometimes be a challenge for both the caller and support personnel. Here are six steps to make those calls less painful and more productive.
1. Write Down the Error Message
The error message may not sound useful but it may be the critical piece required
to solve your problem. When you get an error message, write it down and have
that information available when you call.
2. Try Reproducing the Problem
Some problems are transitory. Discovering what steps cause the error often
helps define the problem more clearly. When you encounter a problem, stop and
think about what process you followed to get there. Write it down and try those
steps again. If the problem persists, call technical support and let them know
what procedure is producing the problem.
3. Be at the Computer
Solving a problem often involves checking program settings or working through
a trial-and-error process. If you call from the computer we can be much more
effective in solving the problem.
4. Gather Pertinent Information
Before calling for technical support, make a list of the following:
5. Be Patient
Those of us answering the phone cannot see your computer, so we need to ask
questions and to use you as our eyes. In some cases we may know the solution
immediately. Please be patient while we investigate the problem and work
to find a solution. If your time is limited, please find another opportunity
to call.
6. Be Polite
Computer problems can certainly make a person angry, but yelling and using
profanity will get you no closer to solving the problem. Take a deep breath
and count to ten before picking up the phone. If you feel angry or frustrated
by the support call, politely but firmly ask to speak with a supervisor.
Restart
If a software program is failing, try quitting the program and restarting
it. If the problem seems to be the computer's operating system or Internet
connection, try restarting the computer. Many printer problems are quickly
fixed by turning off the printer, waiting five seconds, then turning it back
on.
Google the Error Message
This is the ultimate technical support trick. Have Google search for
the error message. If the error is common, Google will return numerous web
pages with solutions to the problem.
Conversely, if Google returns only a few links, then the error message is either too specific or the problem is very rare.
Check the Manufacturer's Website
Many companies have made much of their tech support material available
online. Use Google to find the manufacturer's website and check the support
section for solutions. Look in areas called FAQs (Frequently Asked Questions)
and Knowledge Bases. (Hint: If you haven't found the answer within 15
minutes, you will most likely not find the answer at all.)
Simplify
Think back to when the problem started to occur. Did you install new hardware
or software? If so, try removing that component or program and see if
the problem disappears.
Take a Step Back
Computers and software are tools. Often there are several different ways to
accomplish the same task. If one process is failing, take a step back and ask
yourself if there is another way to accomplish the same (or similar) goal.
Sometimes the fastest solution to a problem is to bypass it entirely.
Check the Manual or Online Help
A printed manual, book, or online help usually won't help you solve a
problem. However, they are invaluable resources whenever you find yourself
asking, "How do I...?" Don't cheat yourself of an opportunity
to find a quick answer to such questions as "What is ColorSync?", "How
do I turn hyphenation on and off?", "How do I set up my printer?",
or "What's the keyboard shortcut for...?" Most often, you
can find the answers to these and similar questions in the documentation.