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How to Improve Your Next Customer Service or Tech Support Call
Tales from a support veteran
I know you. You wandered into this article looking for 5, 10, or 15 quick and easy tips to improve your next experience with customer service or tech support. That’s not what this is going to be. I’m going to tell you how it really is and what you can do about it.
First of all, why are you reaching out to customer service or tech support? Yes, you need help, but why do you need help? What specific things do you need help with? Are you reaching out because it looks like you got charged twice in March? Are you reaching out because you see an error message every time you try to do that thing you’re trying to do? Are you reaching out because when you push the button that is supposed to make it go, it doesn’t? If you don’t know why you’re reaching out to us, we don’t know either. Just saying you need help doesn’t help us help you. If you can’t define what you want in specific terms, you’re probably going to get routed to the wrong department or into the wrong support queue, where your request will languish for hours or days longer than it should. Be specific with your support request.
Should your request for help be handled by phone call, email, or live chat with a support rep? This is probably more important than you realize. Nearly everyone seems to think…
