Being Prepared with Information Helps Us Help You!
Many things can happen to disrupt business in a company—some of them totally unexpected and for which you could not prepare. A thunderstorm could occur, for example, and knock out power to your system. A customer could accidentally knock your credit card machine off the counter, rendering it unusable. Your printer won’t print right. The list goes on and on.
When these things happen, people are generally stressed and annoyed because their work is interrupted. We understand your stress and want to do everything we can to fix the problem and return your business to its normal state.
One thing that you can do to get your problem resolved in the most expedient way is to have brief information about the problem you’re experiencing on hand before you call. It doesn’t have to be in great detail. We just need to know what is happening so the job can be given to the appropriate person in the right time frame. (For example: the customer whose system is totally down would get help sooner than the customer who needs to change a line on labels.)
Here are some examples of what you might say when you call in:
- I have a problem with my overnight processing.
- My printer is printing labels off center.
- I can’t log in.
- The system is totally down.
- I have a question about payroll.
- I have a licensing question.
- I need help with my Frequent Buyer Program.
- I’m getting a blue screen.
- I need help programming a scanner.
- I have a replication problem.
- I have a credit card settlement issue.
- I have a problem with my scanner.
- I can’t find a report.
- I need help with Inventory.
- I’m getting error message #___.
- I need help setting up a new user.
- I have a backup problem.
When you say “I have a computer problem”, it is not specific enough. This will only extend the time it takes to get help because the technician will then have to ask again for you to explain what is happening. Giving brief details to the receptionist does not count toward your support time, so you’ll also save money if you do this!
So there you have it! By following these guidelines, you’ll help us help you!