How to properly talk to a tech support operator

How the telephone support works

The classic technical support system consists of three lines.

First line (Help Desk) is responsible for receiving and processing requests. People with general knowledge of a product or service, but without special technical training, work here. Their task is to find out who is calling and why, and to direct the person to the second line to the right specialist. Of course, simple basic questions will help to solve on the first line. But as a rule, it serves as a kind of sieve through which inadequate callers or elementary requests are screened out.
On the second line there are specialists with a knowledge base that allows you to solve more complex issues.
Third line - expert. The most experienced and informed employees answer the customers' questions here. Experts solve those issues that the operators of the first and second lines did not cope with.

Most tech support has a well-defined list of topics and areas of inquiry for each line.

5 tips to make your operator conversation easier

1. Don't share all the details right away

The frontline employee will most likely not be able to resolve a complex technical issue, so you should not give him all the details immediately after greeting. Otherwise, you will have to repeat the story twice.

Convey the problem in one or two sentences. Then you will be directed to the second line, where you can already talk about the problem in more detail.

2. Limit yourself to general information about yourself and wait for questions

Also, do not immediately report all your data, up to the passport number. The operator works according to the script (the script of the conversation with the client) and gradually asks all the necessary questions.

3. Make a clear request in advance

The more specific your question is, the more likely you are to get a satisfying answer. Vague, vague requests like "I have something with my phone" are rarely met.

The fact is that some services have time limits on conversations with customers. In practice, this leads to the fact that the operator will rather try to end the conversation with a general answer, rather than clarify and narrow the scope of your problem together with you.

4. Do not try to solve the problem with rudeness and pressure

Operators have a database of calls, in which they put notes about customers. By raising your voice or trying to speed up the process with threats, you run the risk of being labeled as an inadequate customer. This mark will be visible to other operators and create a bias against you.

Of course, it is worth communicating confidently with any representative of the service center. But do not confuse confidence with rudeness: the latter will not bear fruit. Operators are still limited to the script. If your question has already been answered, it is unlikely to change, even if you make a fuss.

If you are outraged by the quality of the product or service, it is better to ask a direct question: "Where can I go to file a complaint?"

5. Don't ask too much from the operator

Support staff, even if they wish, will not be able to indulge in lengthy explanations and long searches for a solution to your problem. The script is all over the head. In many services, for departing from the script, they are fined and deprived of the premium. Therefore, keep in mind that you are talking with a living person who is forced to voice to you a text prepared in advance by the company. Don't take your anger out on the employee.

Try to calmly find out all the available information. If you have not received an answer or solution to the problem, write a letter or visit the company office in person. It is better to resolve serious issues with official representatives and management, and not with ordinary technical support operators.