UK Technical Support

2008-12-05 12:27:47

( Dating )



We all have heard stories about technical support woes. Some UK technical support reps are really not in the UK but from another with English as a second language. This can be a problem specially when dealing with detailed technical problems. A UK technical support rep may be technically savvy but more is required than that. We are talking about technical computer stuff and not knee support UK.

Communicating the instructions well is an equally important requirement for UK technical support reps. Call centers will have rigid communications training and they do have communication coaches that give advice on how to communicate better with customers. They are trained on how to give instructions so that the customers will understand them easily. They are told to avoid jargon and overly technical terms when giving out instructions to customers.

When you look at it, the job of a UK technical support rep is rather odd. You are required to help customers who might be halfway across the world with technical problems. You diagnose the problem and troubleshoot with the customer. You narrow down the possibilities to identify what's causing the problem. Then you give detailed step by step instruction on how to fix it.

Add to that the fact that computers are complicated tools and it's never easy to solve problems via the phone. Non-verbal cues are not present. You can only use words and the tone of your voice to convey meaning. Hand gestures won't help in this setting except that it can make the UK technical support rep articulate better.

Misunderstanding can easily occur if a UK technical support rep is not careful. Also, some customers easily flare up when they are given instructions. This is specially true if they sense that the person on the other line is not a native English speaker. They somewhat look down upon those with heavy accents although the UK technical support rep might be very qualified.


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