How to talk to tech support operator
Relations / / December 19, 2019
To better understand how to communicate with customer service operators, let's first look at how the system is arranged.
How does the telephone support service
Classical system support consists of three lines.
- First line (Help Desk) is engaged in receiving and processing complaints. It employs people with general knowledge about the product or service, but without special technical training. Their task - to find out who is calling and why, and to send a man to the second line to the correct specialist. Of course, the simple basic questions will help decide on the first line. But as a rule, it serves as a kind of sieve through which callers are eliminated inadequate or basic needs.
- Onsecond line They are specialists with a knowledge base that allows us to solve more complex issues.
- The third line - Expert. Customer questions here meet the most experienced and knowledgeable staff. Experts solve those issues that are not dealt operators first and second line.
Most technical supports have clearly prescribed list of topics and areas of requests for each line.
5 tips to make it easier to talk to an operator
1. Do not lay out all the details at once
Fellow first-line is likely to be able to solve complex technical question, so do not tell him all the details immediately after the greeting. Otherwise you will have to repeat the story twice.
Pass the crux of the problem in one or two sentences. Next, you will be directed to the second line, where it is already possible to talk about the problem in more detail.
2. Limit general information about yourself and wait for the questions
Also, do not report immediately all its data until the passport number. The operator works on the script (scenario conversation with the customer) and eventually will ask all the right questions.
3. Specify in advance a clear request
The more specific your question is, the more likely get a satisfying answer. Vague, vague queries such as, "I have something with the phone" is rarely met.
The fact that some services are set time limits on calls with customers. In practice, this leads to the fact that the operator rather try to end the conversation, finished the general response than with you to clarify and narrow the scope of your problem.
4. Do not try to solve the rudeness problem and pressure
Operators have a database of references, which are put notes on customers. Raising his voice, or trying to speed up the process by using threats, you run the risk of inadequate customer mark. This mark will be visible to other operators and create a prejudice about you.
Of course, with any service representative should communicate confidently. But do not confuse confidence with rudeness: the latter does not bear fruit. Operators still limited by the script. If your question has already been answered, it is unlikely to change, even if you raise the noise.
If you are outraged by the quality of the product or service, it is best to ask a direct question: "Where can I go to leave a complaint?"
5. Do not demand much from the operator
support staff, even if desired will not be able to embark on a lengthy explanations and long search for solutions to your problem. The script around the head. Many services for the departure from the script fined and deprived of the award. Therefore, keep in mind that you are talking to a real person who has to articulate your company pre-compiled text. Do not vent their anger on the employee.
Try to calmly figure out all the available information. If you have not received an answer or solution to the problem, write a letter or visit the office in person. Tackle serious issues better with officials and the leadership, not the rank and file operators support.