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It happens to us all sooner or later. Our internet connection stops working or our computer seems to have gone on strike. Time to call the technical support line.

I am frequently phoned by clients who ask me for technical support. I have the luxury of being able to visit their premises, but sometimes I can help them over the phone. Others will ask me to visit them so I can phone the technical support lines for them as they fear they won't understand what they are told.

What preparations should you make before phoning for technical support?

1) Count up to 100 and make a cup of tea. You are probably frustrated - understandably. But it's hard for the technician to talk to you and help you if you are too wound up to follow their instructions.

2) If at all possible make sure you have your phone beside the computer. Phoning from one room with the computer in another is not helpful. You will need to be able to talk to the technician and use the computer at the same time.

3) If you are phoning the manufacturer or retailer you will need to know the make, model number and serial number of your machine. These are usually on the back of, or sometimes underneath, the machine. Write them down before phoning, or make sure they are visible while you are talking.

4) If you have been getting error messages on your computer it is important to write down the message(s). There are many different messages you can get and it is really vital to know what the error message was to help the technician determine what might have been causing it.

5) Understand that the technician can't see you or your computer set up. They have to ask you questions to try and get an understanding of what is happening. Listen to their questions. If you don't understand what they have said - say so and allow them to ask again.

6) Don't be negative. Phoning with the attitude that you will not understand and don't want to understand isn't helpful. Technicians are trained to deal with beginners. Just point out that you are a beginner and listen carefully.

7) Follow the instructions you are given carefully. Don't be a random clicker. Clicking on things you haven't been told to click on will confuse you and the technician. Slow down.

8) Understand that some things simply can't be solved over the phone. I have the luxury of being able to visit clients whose problems I can't solve by phone. Your computer manufacturer's helpline can't do that. They will do their best, but don't get upset if after trying their best you still have a problem. Find a local computer shop to help you or go back to the shop where you purchased the equipment.

Learn more about this author, Carol Smith.
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