Finding good support in any given area is tricky, which is why all of us have heard several customer support horror stories in our lifetimes. However, and as much as it may cost people to admit, a good portion of customer support mishaps are as much the client’s as the assistant’s fault, as misinformation or lack thereof can cause misunderstandings and make solving problems a lot harder.
In the specific case of IT support, giving correct information is especially important, particularly given the increase in remote support which companies are becoming more and more used to. While it is true that, given the proper tools tech support companies can probably scan your system and figure out – even solve – problems remotely by themselves, but it is also true that they will be able to find the source of the problem much more quickly if you give them as much information about what you need as you possibly can.
If you, or anyone in your company, have struggled to get proper IT support from London-based companies, here are some guiding pointers to what you should try to do and avoid in order to find better support in the future.
First of all, you need to give as much information as you’re able to. If there is a problem, tell the assistant as much of what’s happened – and is still happening – as you can understand. Also, don’t hold back any details of what was done before, even if it feels like it might have been your fault that something went wrong. If someone else may have been working on the hardware of software that’s causing problems, also try to find out as much as you can about what they did or have them talk to tech support directly, so that the information is available on both ends.
Likewise, if there is something new you need or any questions you have, you should try to be as specific as possible, so that the support assistants know exactly what you need and can assist you accordingly, to the best of their own ability.
Once you’ve laid out your query as comprehensively as you can, then it is time to step back, but not completely. You should trust tech support to handle your IT needs, but you should also be available to support the technician by answering any questions that might arise and learn as much as you possibly can in order to avoid any such mistakes in the future.
Finally, you should remember to be polite and appreciative. While most people will understand if you feel a little panicked for thinking you might have disrupted your company’s database, website or something equally important, laying your frustrations on a tech assistant or specialist won’t help matters, and it will actually probably make working together a lot more difficult, so if you feel like you might not be able to deal, feel free to let someone else handle the situation.
Work with IT support should be treated as a partnership – especially if this is a permanent relationship – so the easier you make the work of your partner, the better the return and relationship between both sides should be.