All IT have come across them: the basic computer user who doesn’t have a clue about how a computer works, which leads to the “ID10T error”, which is code for “idiot” user. While declaring this error and dismissing the user to Microsoft support may be easiest, it certainly isn’t the most productive way of dealing with illiterate computer users.
While you may get the same question asked over and over, it’s all part of the job. Plus, if an issue continues to arise, it can be an indication of a larger problem. Practice patience and careful explanation without patronizing.
Treat others as you would like to be treated
This basic lesson learned in Kindergarten is especially important in tech support. Treat people with kindness and you’ll be rewarded with kindness – well, most of the time.
Don’t Be a Pushover
Some people may want you to go over every detail of their computer, or others are lonely and want to talk to somebody. Promptly and politely cut these people off, says tech expert Jeff Vogel. “It’s only worth the time to do tech support if you have the chance to, in a reasonable amount of time, fix a problem and make a loyal customer,” he says. Yet if you realize you will not have a happy person and a working product, end the conversation as quickly and pleasantly as possible.
The Users Will Lie To You
Much of tech support involves giving bad or time-consuming advice in the hope that the user will just go away, Vogel says. Users may say their computers are flawlessly-maintained, their drivers are up-to-date, and every program works, but they are often wrong. Knowing this brings you one step closer to the truth.
Bite Your Tongue
People may vent and throw a tantrum, but it’s almost always in your best interest to be non-reactive and calmly explain your position. If the person’s bad behavior continues, you can always leave politely.