You are familiar with the situation: you are dealing with an issue with your computer or other online device and you cannot troubleshoot it yourself. Perhaps you have tried the standard fixes which might include turning the device off and then turning it on again to see if the problem corrects itself during a restart. Perhaps you have tried a little online searching for people who have dealt with similar problems and have come up with a solution. Perhaps you have called friends to find out if they have ever experienced the issue you are experiencing. After you have exhausted what you feel like might be all your options, it is generally time to call an IT solutions specialist. Some people have a certain amount of anxiety about doing this because they do not feel skilled enough to talk to a specialist or perhaps they worry that it will take too long or be too confusing. Here are a few tips that will help make sure that your discussion with an outsource IT person is pleasant and productive.
- Be kind. First and foremost, remember that this person is just that: a person. They have feelings and personalities and when it comes down to it, they just want to do their jobs and do them well. If you start the conversation in a kind way, chances are that it will be returned with kindness. Many times, IT specialists deal with angry and rude people, making it very difficult for them to want to help. If you are kind from the beginning, it will help create a rapport and make the specialist more invested in your situation.
- Try to calm down before calling. If you are worked up over a frustrating issue, do not immediately call. Instead, take a moment or two to take a few breaths, calm down and gather your thoughts. If you are too frustrated, chances are you will not explain the problem well, not to mention, you may come off as rude or disrespectful, which will start the conversation off on a bad foot.
- Be as clear as possible. For a network security specialist to truly solve your issue, they need to be clear about how you got to where you are. Try to be as clear as possible about what you are seeing, hearing and experiencing. Even the smallest detail might give them a clue as to what the problem is and how to solve it. If you are not sure what kinds of details to give, ask. Specialists will know what kinds of clues they might be looking for.
- Be patient. If you are working a problem out over the phone, remember that they cannot see what you are seeing, so it may take a bit longer to help them understand your issue or get oriented with what you might be experiencing. Once the specialist has a generally good picture of what you are dealing with, they will be more easily able to help you.
If you follow some of these tips, you are more likely to have your issue solved quickly and efficiently.