I’m terribly frustrated with “computer” support. When I say “computer” I mean any piece of electronics, not just a PC. I find it to be cumbersome, slow, frustrating and all around a bad experience.
Know your Audience
For starters, I haven’t see a single support company start a conversion say with “let me first understand your background so I know how to talk to you.” That’s the first thing I always have to do when responding to support issues, who am I communicating with and word language would they understand?
When ever I contact support I’m treated the same a my grandma, this is terrible, inefficient and frustrating.
Don’t make users repeat themselves. If I enter info into the phone system then that information so flow through. Every company should log my hardware/software they are responsible for. I call my about my HP1102w printer today and then next week, they should know the second time I call that I have one.
Verify is Different than What Is
There is a difference between “what is …” and “please verify your …”. If you ask me to verify my phone number I will say it differently than if you ask me what is my phone #.