Most tech support calls fail for one reason: guessing. The caller guesses at answers they don’t know. The agent guesses at a cause before they have enough information. Nobody’s working from solid ground.

The fix is simple. Before you call, write down what you observed. On the call, answer only what’s asked — and only what you actually know.

Before you call: what did your senses tell you?

Grab a piece of paper. Write down one observation for each sense — only what you actually noticed, nothing more.

  • See. What did the screen show? An error message — write it down word for word. Blank screen? Frozen image?
  • Hear. Any sound the device doesn’t usually make? A click, a beep, a grinding noise?
  • Smell. Anything burning? Any unusual odor from the machine?
  • Touch. Is any part of the machine unusually hot? Where — bottom, back, near the vents?

That’s your script. Keep it in front of you when you call.

Observations, not diagnoses. “The screen went black and it made a clicking noise” is an observation. “I think the hard drive is failing” is a diagnosis. Don’t diagnose. Report what you observed and let the technician do the rest.

How to open the call

One sentence. What stopped working, and when. Then stop and let the agent lead.

Opening

“My email stopped working two days ago. I wrote down what I observed.”

[Wait. Answer their first question. Stop.]

On the call

  • Answer only the question asked. Then stop. Let the agent ask the next one.
  • No chit-chat. Every word beyond what was asked is interference.
  • If you don’t know, say so. “I don’t know. I wouldn’t want to guess.” Five words. That’s a complete answer.
  • Don’t volunteer extras. “Oh, and also the screen has been flickering” introduces a second problem before the first one is located. Stay on one thing until the agent moves you.

What to have ready

  • Your sensory observations — written on paper, in front of you
  • The name of the thing that isn’t working — which program, which browser, which device
  • Any error message, copied word for word, numbers and all
  • When it started, and what changed around that time — even something that seems unrelated
  • What you’ve already tried

If the call goes nowhere

End it.

How to close a dead call

“I don’t think we’re making progress. I’m going to try a different approach. Thank you.”

A call that produces no result is better than a call that produces the wrong result. Some problems need someone looking at the actual machine.

The takeaway

Write down what you observed before you call. Let the agent lead. Answer only what’s asked. When you don’t know something, say so — don’t guess. When the call goes nowhere, end it.

Before you call — quick self-check

  • Did you write down what you saw — including any error message, word for word?
  • Any sounds, smells, or unusual heat from the machine?
  • Do you know the specific name of what isn’t working?
  • Do you know when it started and what changed around that time?
  • Do you know what you’ve already tried?

“I don’t know. I wouldn’t want to guess.” Use it without apology.

Questions? Call John at (401) 215-3572 — existing customers always welcome.