howto: tech support - giving and getting - hosting, isp, etc   rev 22 nov 2018

How to communicate with tech support

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escalating to more experienced person.

  Be polite
  Acknowledge the person on the other end as a human being with a difficult job.
  Be clear 
     - Write down what you want and why it is reasonable for you to get it.
  Be reasonable
  Be patient
  Be persistent.

  That first-level script reader you got at the start of your day
  of calling doesn't appreciate you calling attention to the menial
  nature of her job. Instead, say "we need to escalate" when there
  is some specific out-of-script situation that you are sure calls for it.

 It looks like we might need some help from 
 someone with more experience with this problem.
 Could you pull in someone to take a look at it?
 Please let that person know that there is a lot
 of details in my previous emails, so maybe it
 will help if they want to review them.

 Let me know if there is any more details i can
 give to help in figuring this out!

   https://www.nicereply.com/blog/customer-service-phrases/
   https://www.elliott.org/blog/5-phone-tips-for-escalating-your-problem-to-someone-who-cares/
      good comments as well.


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signing off;

Thanks so much! 	
Cheers, 	
Yours truly,
Have an amazing day, 	
Here to help, 	
Have a great weekend,
Thanks for using Company, 	
Hope to hear from you again soon! 	
If there’s anything else you need, please let me know.
Hope that helps, 	
Thanks again,



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supporting non-techies:

  Patience.
  ELI5
  Use metaphors
  Visuals
  Keep the door open - encourage, suggest, empathize.

  https://www.nicereply.com/blog/guide-supporting-non-technical-customers/


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apologizing:

  The best apologies were empathetic, specific and offered an explanation. 
  The more thorough a apology is, the better.
  Everyone on the receiving end of an apology wants, 
    first and foremost, to be understood.

  https://www.nicereply.com/blog/customer-service-apology/


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complaining:

  Only make a thoroughly educated and informed complaint. 
     Do not complain unless you've considered the other side 
     and you're fully confident in your complaint.
  Never be an asshole. 
     You are dealing with real people with real feelings, 
     and your anger is rarely their fault.
  Make few demands.
  Ask a lot of questions.

  https://lifehacker.com/5765795/how-to-complain-to-get-what-you-want-without-being-a-huge-asshole


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general ideas:

  * For customer service peeps, but good skills
      for the other side as well
      - Use Positive Language
      - Offer a workaround
      - Explain your reasoning
      - Be honest
      - Make the other person feel understood
          https://www.nicereply.com/blog/customer-service-phrases/

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since: 22 nov 2018
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