Why overseas tech support doesn't work so well

Frequently, computer users hire me to call and talk to tech support for them. That may seem like a waste of money to some people, but consider that many computer users have to over come TWO language barriers. Yes, I said two language barriers.

The first language barrier for both the overseas helper and the computer user seeking help is understanding each other. We have a hard time understanding the accent and language use of the person trying to help, and they, too, have a difficult time picking up our use of the English language and our accents that are foreign to them.

Secondly, computer lingo poses an even greater problem for many computer users. Most calls to tech support come from beginner computer users who are still learning the language of computers and their way around Windows. When instructed by a tech support person with an accent to click here and open a menu there, the process quickly becomes overwhelming.

If you need to call tech support, be aware that both you and the support person will be working hard to understand each other and be prepared to listen carefully and explain yourself fully. Approaching the call with all your information written down will help you. Have a pencil and paper to take notes on your end, and don't be afraid to politely ask the computer helper to repeat any instructions you don't understand or didn't hear clearly.

Helping computer users via telephone is a difficult task, and recognizing that there are two language barriers that must be breached will help you approach the call with a different attitude. Speaking of attitude, keep a positive, light tone in your voice and be patient and the call will go much better and probably faster.

Do you have any other techniques for handling tech support calls? Or do you have a tech support story you would like to share? If so, leave a comment below and share with all of us.

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