Tech Support Advice
 

So, I recently started working tech support for DirecTV, which also includes any other thing people call about, with a few exceptions. I'm... not doing well. Main problem is that a lot of my calls last too long, and I have a hard time screwing people over when it's a matter of policy. That, and I have a hard time communicating with the not technologically inclined. I didn't know there were people who couldn't identify a power cord by the fact that it has POWER in the name.

So, NPF, I ask all of you who have worked tech support or something similar, how did/do you cope, and do you have any advice?

Your call times will get better with time and practice. Mine usually run long due to customers having computers that take forever to boot up, programs at my end locking up, and customers who are so busy ranting about how much we suck that I can't get a word in edgewise.

As for the people who can't tell a power cord from pantyhose, I'm sorry, but you've just got to accept that these people will fuck you over on your call times, especially since the majority of them seem to revel in the fact that they are ignorant when it comes to technology, and it's your job to walk them through it.

Some fun, huh?

I'm a naturally patient person; I just hate talking on the phone. Since my job requires that I talk on the phone all day, I am constantly looking for new jobs that will allow me to either be able to afford or avoid daycare. in this area and economy, though, I just have to suck it up and do what I have to do, though.

Good luck!

I used to have a lot more patience for people on the phones than I do now. I think it's because I've become intolerant of stupid people. I'm talking about the people(like the "What's a power cord?" people) who really shouldn't be allowed to have a computer in the first place.

I used to give those people the benefit of the doubt. I used to think "there's no possible way everyone can be that dumb!" yet time and time again I have been proven wrong. Yes, there are gems within the sea of morons who have real problems that can communicate what they need.

And then you get the real assholes who call you up and have an attitude. They're pissed because something is broken, they can't fix it and they think you should fix it yesterday. Or the ones who call up and think they know more than you because they have a computer at home and can reboot it all by themselves.

You know... in retrospect, I think I might need a career change for a while. but I think you can find stupid just about anywhere in any job you take.

As for what I do to deal with it... I go home and night and kill the shit out of things on Xbox Live. :D That and I watch the IT Crowd because it's hilarious.

Like Cygnet said; your call times will get better. The main thing with call centre work is to persevere . Also your bosses will almost always try to make you think you're doing worse than you are unless you luck out and score one of the few nice ones.

Quality control is where it's at.

Uh, Corel, while that is all excellent advice for those making tech support calls, NonCon is the one taking the calls. He's the one we love to hate ;)

As to communicating with idiots: use outside references and physical descriptions as often as possible. If someone asks why it stopped working, use simple analogies. If someone can't find the power cord, say "The cord to the right of the antenna", or "the cord with the round plug". Those are router examples, of course, but your average idiot won't be able to tell the difference between an ethernet cord and a power cord, so why would satellite TV be any different?

Oh, and when the chips are down, watch this: http://www.youtube.com/watch?v=1LLTsSnGWMI

I have to say, yeah, use physical descriptions whenever possible. I've never worked tech support, but there was this one guy in my hardware class who was totally computer illiterate, literally to the point that he harassed one poor soul before me to the point that when the guy took a job in Texas, he didn't leave any contact info. Brian was using him as 24-hour tech support and I can't help but feel that he nearly gave his friend a nervous breakdown. Brian ended up being my partner. I got very good about helping him with every hiccup he had with his personal computer that semester. -_-;

But, yeah, physical descriptions, have them describe any sounds it's making or NOT making, and try to speak in plain English. Also remember that if someone starts talking about their cup holder, they mean the CD-ROM drive.

I'm not computer tech support. TV tech support. I end up having to send out technicians at least half the time people get a "searching for satellite signal" on their screen, and there is a fifty dollar charge for that. They aren't too happy about that.

Or there was a lady yesterday who just had her service installed and the remote wasn't working. She'd gone through troubleshooting three times, and I tried to order a remote for her, but even for a new customer there was a charge for the remote, and I got the brunt of that hate.

Or the technician who though he could give a couple two free receivers not listed on the work order as part of an install because he was an idiot, and when I explained that no they'd have to pay for them, he argued with me for an hour.

It's a frustrating job. If you've never worked tech support, DirecTV or otherwise, you have no idea. You may think you know but so did I... I was so wrong... I have ripped my headset off before because I knew if I left it on I'd say some things that'd get me fired. Also nearly pulled out my hair because when I try to explain to an old man that he needs to disconnect something from his receiver it took explaining it three different ways or more, and he knew what cables I was talking about even. It also doesn't help that I have a stressful call that's running long and my supervisor contacts me through the instant message thing and harasses me about how long my call time is and that I need to wrap this call up.

I did it for almost a year, so I do know where you're coming from, and like I said; your times will get better. As far as dealing with shitty customers goes, the best advice I can give you is to let them say their little rant, because if you try to stop them and you don't have a solution right there, it'll probably just make them go on longer. Also if you have an escalations department, learn to get people to ask for a supervisor. "There's nothing else *I* can do for you," usually tips them off. As far as frustration goes, I can't really offer much advice beyond that we've all been there, and try not to let it get to you.

Oh, and your supervisor IMing you during a call to rush you is workplace harassment. I don't know how much you can actually do about that, but it is. Very clearly so.

Well, in general terms, keep your cool. It's harder to stay mad at someone if they're not being mad back, so if you can manage it, you'll find your customers will be less explosive. Just don't be submissive, or else they'll try to take advantage of you.

Also, smile while you talk. It comes through in your voice, and being greeted by a person they know is smiling can help calm down customers who might already be frustrated. It also helps put you in a good mood of your own. Studies show smiling can make you happy to the point some question whether it works more that way than being happy making you smile.

Be sure to follow the rules to a T, though. Remember, all the stuff people say around here about getting what you want is actually working AGAINST you in this situation. It's great to know that making an ass of yourself can get you what you want on the phone just so they make you go away, but that's EXACTLY what many of these people are going to be doing. That idiot installer probably gave them the stuff free because he didn't want to argue with them, and figured he'd just leave that to some poor sap like you who didn't have to face them in real life. The people who call you are trying to get as much out of you as possible, so you just have to learn how to play hard ball. If they want to talk to your manager, follow the correct procedure, and maybe your manager will just have to deal with them. Maybe they'll get what they want, but make them fight for it.

I've learned that from working in the deli as well. People try all KINDS of shit to get what they want. I've had people try to haggle on the listed price, ask for a discount on food at the end of the night, ask for meals that didn't exist and bitch when I wouldn't substitute one item for another in their meals, ask for substitutions with items that were vastly more expensive than what I was supposed to give them, try to sample up and down the line to end up with a free meal's worth, steal coffee with sugar and cream, and even buy 5 pounds of potato salad from Wal-Mart and try to return it by me to make a quick buck on the price difference.

In short, people are pricks and you shouldn't feel bad about screwing them when they're out to screw you. I know it's pessimistic, but after you've had regular customers caught shoplifting after being around for several months and realize they'd been stealing from you the entire time, you get to realize that it's justifiable.