Anyone who’s had to sit through the head banging frustration of a terrible support representative whether it be from your cable company or your hosting company knows how agonizing it can be to sit in silence while they type away claiming to “fix” your problem.
Perhaps a worse experience is the experience of hearing the torturous words, “I am going to need to escalate your issue”. That feeling of complete helplessness while your services are down and you want to do nothing but scream is something that everyone who’s experienced it dreads. So, what’s a customer to do? How can you get the most out of your tech support experience?
Having worked as a Quality Assurance manager at several web hosting companies for the last four years at my “day job” I’ve seen it all. These are the best 8 ways I’ve found over hundreds to thousands of chats, calls, and tickets to get what YOU want as a customer.
1, Start the interaction with an ending
Before you start working to fix the problem at hand with your rep, tell them your expectation. The clearer and more concise you are, the better the help you get is going to be. Start by saying what you want your end result to be.
2, Explain yourself thoroughly and concisely
Once you’ve outlined your expectation, take a moment and explain specifically what is happening instead. Don’t assume your representative knows what you’re talking about. Be specific, how do you recreate the error? How did you start seeing this problem. Even the best technical service reps aren’t mind readers.
3, Respect that they’re a person, not a computer
The person you’re working with is just that, a person. Try and avoid expecting perfection. When you expect them to be laser fast and not make any mistakes or ask any questions – you’re setting yourself up for disappointment. Depending on the size of the company, the people you get on the first contact are usually entry level. Respect that and expect that they treat you with respect and get you on the right path.
4. Don’t fly off the handle
It can be frustrating when an issue starts to take a long time to resolve. It can be more frustrating when it seems your CSR (customer service rep) isn’t making any headway. It’s really much more important than you realize that you don’t fly off the handle. As I said above, they’re people. When you scream or yell at a person, the reflex is to get defensive.
5, Get them on your side
Having your CSR on your side is absolutely priceless. When you have your CSR at a level where they appreciate you as a customer, they will fight for you and if they’re not in control of your resolution, they are much more likely to take responsibility to get your issue taken care of – think of it as instant karma.
6. Rate your interaction, Leave feedback
Don’t ever finish a chat without leaving feedback or finding some place to send an email. It doesn’t just make your support experience better in the future, sending feedback gets management’s attention and if your issue is chronic or isn’t getting resolved, management can step in.