How to Talk to a Tech Person

Posted by Christina Hills | 1Front Page, Tech Tips | 0

When running an online business, you use various services and tools. Sometimes, one tool doesn’t work as expected, so you need customer service help. This article teaches you how to talk to a tech person effectively to resolve your issue – there are some key pieces of information you need to have on hand!

Tools can be user-friendly, but you’ll still encounter problems you can’t solve alone. That’s when you need tech support or a help desk. You might have an assistant handle it, but you often need to resolve the problem quickly. Over years of having an online business, I’ve contacted tech support many times and learned how to communicate effectively with them.

Help Them Understand Your Issue

Have you ever called a company’s customer support, but it took forever to explain the issue to them? Did it seem they did not understand you?

True, it’s their job to help you, but it’s your job to help them to help you! To do so, you need to explain your issue objectively and logically. ‘

Two Scenarios

Let’s pretend that you are trying to follow the instructions on how to do something, and it’s not working. You dial the tech support number.

Consider these two scereios on how to communicate to the agent:

You: “Oh my gosh, something messed up my site! I was working on my website, and suddenly, it’s giving me an error!”

You: “Hi. My website [website URL] is being hosted by your company. I was trying to secure my website by following your online manual. But when I finished, I noticed the site was still displaying a ‘not secure’ message. See my attached screenshot. Could you help me fix that?”

Which one would be more helpful to a customer service agent?

Remember, tech support people always try to help you. But if you can’t explain the specifics, there is no way they will be able to help!

Watch this short 2 min video on How to Talk to a Tech Person:

The Biggest Mistake When Talking to Tech Support

The biggest and most common mistake is not giving the URL (the link) to the website when talking to a tech person.

Here is a great example of what I am talking about. It’s a screenshot from a WordPress support forum user trying to get help, but not including the URL:

example of a WordPress support forum user trying to get help

Facebook
LinkedIn
Twitter

And below is an example of what a URL is:

Facebook
LinkedIn
Twitter

So for example, the URL (link) for this page you are on is this:
https://websitecreationworkshop.com/tech-tips/how-to-talk-to-a-tech-person/

Have This Information Ready Before Contacting Tech Support

When you contact customer support via phone, email, or a chat box, they will most likely ask you some questions to help identify the cause of the issue. To make the email/call/chat go as efficiently as possible, have all the relevant information ready before you contact them.

Here are some items that are often helpful to have handy when talking to tech support:

Your website URL (“Link”) where you are having the issue.
Your computer platform (PC/Mac) and Operating System (Windows 10, Mac OS X, etc.)
Your account username, email address and the last 4 digits of your password. (if applicable)
The browser you were using when you experienced the issue. (For example: Chrome, Firefox, Safari, etc) Read this if you are not sure “What is a browser ?”
Screenshot (if applicable). As the saying goes “A picture is worth a thousand words,” and it’s very true that a screenshot can sometimes be very helpful when explaining online issues. Check out this article on how to take a screenshot on your computer if you’re not sure how.
A Loom Video. If a picture is worth a thousand words”, a video is worth 10,000. Loom makes it easy to do a short screen recording where you can explain the issue you’re having. Then, you can send the video to the tech support agent.

In Closing…

Dealing with tech problems can be tough, but talking to tech support the right way can make it easier.

Always explain your problem clearly and give them all the details they need. Make sure to include your website link, the type of computer and browser you’re using, and any screenshots or videos that show the issue.

With these tips, you’ll be able to fix tech problems faster and keep your business running smoothly.

Facebook
LinkedIn
Twitter

About The Author

Christina Hills

Christina Hills helps entrepreneurs set up their websites using WordPress without having to rely on a webmaster or any tech people. Her trainings are fun and she makes it easy! Get the free PDF "The Do-It-Yourself Website Creation Checklist" Report Here

Testimonials

“Thank God I found Christina and her team!”

WOW! I can’t believe I created my own website! When I began this journey I was not sure I could really do it. After years of having paid others to create and maintain a website, I thought I might be getting in over my head. Thank God I found Christina and her team!

They have a fantastic program that allows you to move at your own pace and ask questions along the way. Everything is beautifully put together and well thought out. I think this is the only way I could’ve accomplished this. I did the work knowing someone was there to patiently guide and support me when I needed it. Thanks to Christina and her team for a putting together this beautiful program.

Nancy Duke

AkashicWorkshop.com

“Thank you from the bottom of my heart!”

Thank you from the bottom of my heart! I joined the workshop in Spring 2019 and I completed a website for my husband’s music business. It is not perfect, but at the moment it is enough for our purposes. Of course it will grow and change alongside our business.

I agreed to help my husband to publish his music (stuck indoors, Covid and all…) Suddenly, I acquired a very clear vision where I wanted to go and now we not only have a website, but have also gained a verified and approved artist status on Spotify and YouTube – In three short months ? and this is really just the beginning. And you helped with a very important piece – building a foundation, our house on the web.

I wanted to say thank you for providing a very comprehensive resource that helped me to overcome “it is not enough” syndrome and to create my first ever working WordPress website. You gave me enough confidence to finish and publish it.

Thanks a million. You are awesome!

Neris Gallo

DantePlay.com

“Christina provides a wealth of information in a clear, concise, practical and fun manner!”

Christina provides a wealth of information in a clear, concise, practical and fun manner. I tried to do my own WordPress website and ended up frustrated and with unsatisfactory results. After attending a free webinar about the Website Creation Workshop, I knew immediately that she was an excellent teacher, presenter and a person of heart.

I am so thrilled with my new website and my ability to control and grow my content over time. I ran into some challenges along the way, but Christina and her team were there every step of the way. That is a sign of a great teacher! Thank you Christina and I look forward to continuing the journey with you in other workshops.

Debra Duwe

FourPawsDogTraining.com

“I have gained skills and confidence in designing my own site!”

Christina and her team have finessed the tricky balance between challenge and encouragement through an on-line platform allowing for even the most technically-challenged entrepreneur to be successful with developing their own website. I have gained skills and confidence in designing my own site – and now maintaining it — all while having fun! I’m so glad I found you when I did.

Sandra Jenvey

VitalEnergyBalance.ca

“I highly recommend Christina’s course – and have to many, many people!”

I have been a member of Christina Hills’ community for three years now. I have appreciated her clear and understandable teaching. Christina’s lessons are very step by step so that anyone can follow them – even with NO website experience. Her process has been refined so that you just need to follow the process. You do not get lost down the many, many rabbit holes in WordPress or building a website. Her course is well organized and easy to navigate.

I recently purchased a Pinterest course from a “big name” and was shocked how sparse the information was and how much she assumed you knew. Christina is NOT like this. Her course is stellar if you want to build your own website.

Depending on the amount of time you have, you could build it quickly, or it could take you more time. It also depends what you are trying to build. My site is fairly complicated with two kinds of blog posts – one to support my podcast and one for the recipes. I have many pictures for each recipe. But with Christina’s help and that of her team, it is built and out in the world!!

I highly recommend Christina’s course – and have to many, many people.

Cindy Sullivan

FoodSensitivityKitchen.com

“I would recommend the Website Creation Workshop to anyone who wants to gain the freedom of building their own online presence!”

I am very grateful for Christina and her team to develop such a wonderful and useful course!

The workshop is so well-organized that a non-technical person like me can learn and master at my own pace. It teaches almost anything you can think of while building a website. I also had chances to ask my own questions and get answers on live calls. I feel so empowered that I can put up my own beautiful websites, and produce content that I want to share with the world.

I love the precious “real estate” on the Internet that belongs to me, instead of building on the rented land such as social media. I used to work with web developers on websites, it’s very time consuming with numerous back-and-forth emails and calls on any design idea or change, let alone the cost, time delay, and headache associated with it.

I would recommend the Website Creation Workshop to anyone who wants to gain the freedom of building their own online presence. I did it in four months with about an hour a day. It is an incredibly freeing experience to learn from Christina. Thank you!

Aileen Fan

AileenFan.com

“Christina Hills’ Website Creation Workshop course is The Best online course I’ve ever taken!”

Christina Hills’ Website Creation Workshop course is The Best online course I’ve ever taken! Here’s why: It’s way more than information-packed (which it is). It took me, step-by-step, to create my own website in a way that was thorough, and easy to understand, and supportive, and encouraging, and easy to follow … AND FUN!

Yes, there’s a learning curve, but after the first few modules, I was having FUN being creative, building my very own website exactly how I wanted it. I’m thrilled with the result, and I’m excited to show off my new site to a new and wider audience!

Kathryn Gillett

TheHeroMethod.com

“I’m honored to be one of Christina Hills students!”

I want to deeply thank you Christina Hills and Team for the outstanding quality of the program and the kind and helpful assistance I received all along my Website Creation Workshop journey. I will keep being and attached member of Christina Hills Community and I’m honored to be one of her students.

Cecilia Roger

JapaneseEmbroideryAcademy.com

“Couldn’t be happier with my outcome!”

I, like so many, had become frustrated by the cost and the amount of time it was taking to have my site updated by other people. Even though my time is at a premium I decided to take on the task of rebuilding my own site through the Website Creation Workshop.

First, I was excited by how simple it was once I understood some of the basics, which Christina does an excellent job in teaching. From there it was a matter of following the step by step program, referring to the videos for each lesson and watching my website take form. Couldn’t be happier with my outcome and with the knowledge I have to continue tweaking my site as needed.

Jim Phillips

www.LivingInFullExpression.com

“A superb program to learn and implement technologies that are typically out of reach to non-techies.”

Christina Hills is a natural teacher! The Website Creation Workshop is a superb, comprehensive program to learn and implement technologies that are typically out of reach to non-techies. As a tool for every size business to establish an online brand, I’m confident that an investment in this program is worth the time and every penny spent working with Christina and her team. The support and guidance are invaluable!

Phyllis Shabad

www.ExecutiveBrandCoach.com

“I have a website I love!”

If you told me 6 months ago I would be designing and managing my own website – I would not have believed you. For years I had people to manage my site and they never got it quite right and it was too expensive to keep having them make those changes to get it right. Now, I have a website I love and I can make changes and keep it current without the huge cost of paying someone else.

Thank you, Christine and Team – you have all be fabulous and the training and support from the Facebook Group have gone over and above what I could have ever imagined. Thank you and I am looking forward to managing my own website!

Jackie Kloosterboer

“I love my new site and I feel very proud of myself for pushing through my anxiety to learn so many new skills!”

Christina’s methodical and detailed approach to teaching WordPress is amazing! I had been afraid of WordPress before joining the WCW!! But Christina and her team make it all feel manageable, one step at a time.

I love my new site and I feel very proud of myself for pushing through my anxiety to learn so many new skills. There is no way I could have done it (or would have had the nerve to try) without Christina Hills and the WCW. Thank you so much!!

Joanie Nicholas

www.AllThingsOrganizedKC.com

“I never thought I would be this happy with a website!”

I never thought I would be this happy with a website! I was stuck between paying AT LEAST $5000 for someone else to create a good website vs. creating a website myself that I wouldn’t really like. I didn’t want to pay that much, but I knew that I didn’t have the expertise to create even a bad website.

But with Christina’s Website Creation Workshop, I produced something that I am proud of and that is constantly getting me compliments! The step-by-step process is very straightforward and easy. Christina has “game-a-fied” the creation process so you see yourself making progress as you go. Not only do I love my site, but I’ve been able to even help some other people because of the training I’ve received!

Steven Cooper

www.ClarityFocusHeart.com

“If it weren’t for the Website Creation Workshop, I might still not have a website up and running!”

If it weren’t for the Website Creation Workshop, I might still not have a website up and running! Christina goes through things step by step so that you not only know what buttons to click, but why.

The knowledge will continue to be helpful so that even if I have someone else manage updates on my website, I can easily go in and make quick changes myself and will understand what I’m asking someone else to do. This was a great way to get myself going!

Kim Barnes

www.BarnesTeamMedia.com

“Super big thank you to Christina!”

After following Christina Hills online for a while I found her instruction to be very thorough, and honest in approach, so I decided to give the Website Creation Workshop a try. It happened at a time when I was struggling with another web designer, again, a grand total of four designers over a period of 15 years!!! I couldn’t be happier to not have to make those angry, frustrated calls anymore. Seriously!

Aside from things typically taking way too long, if they were even done, creative differences tended to be a problem for me as well. “What do you mean you don’t want to do that?” I find myself repeating over and over for things like “Why is the site not mobile responsive?”….. Never again!

Super empowering to not be subjugated to the will of another. With my vision, and the skills I’ve learned, I can build what I want, and change/modify it when I see fit, or necessary. Super big thank you to Christina and the WCW team for helping me get here!

Pat Magrath

www.PatsLessons.com

“It is EMPOWERING!”

Christina’s Website Creation Workshop was FANTASTIC! As a graphic designer, I know how to make things look pretty! But I learned so much more about building an interesting and effective website.

Christina teaches at a pace that is slow and powerful, so all of the details have time to soak in. I highly recommend, and do to all of my entrepreneur friends, Christina’s training. It is EMPOWERING! Thanks!

Lynne Baum

YinWithLynne.com

“I am glad to have taken a chance on this course and am so happy to have completed this website!”

I have attempted to learn WordPress many times with online tutorials, and continued to hit “roadblocks” where I couldn’t figure out how to move forward.

With the Website Creation Workshop, I was able to understand how WordPress works so much more clearly and was able to ask critical questions when needed. I am glad to have taken a chance on this course and am so happy to have completed this website – one that I hope will be the first of many more!

Maria Moyser

BrooklynAnimalAction.org

“Christina instills confidence and independence in her students.”

I decided the new skill I’d learn during Covid lockdown would be web design, and I couldn’t have chosen a better teacher and program than the Website Creation Workshop. Christina Hills is a teacher’s teacher ( I say that as a teacher!) She has tremendous facility teaching technical skills and breaking them down in a simple, non-overwhelming process that is actually fun, especially to a non-technical audience. She is logical as well as creative in the perfect balanced combination. She understands creative multi-faceted people who are working with more than one niche, yet provides structure and sound advice at the same time. I have taken almost all of her different programs at this point, and each one has delivered far beyond my expectations.

Above all, Christina instills confidence and independence in her students so that a non-technical solo entrepreneur can manage their own online presence independently without stress, multiple contractors or overwhelm. This newfound freedom, confidence and independence to be able to update my websites anytime I want on my own timeline is absolutely priceless. I’ve even noticed benefits outside the class, in that I am more eager to tackle complex technical things a lot more lately because of my overall increased technical skills.

Last but not least, Christina’s support team is absolutely amazing. They are the nicest group of ladies who went above and beyond on so many occasions to help me go live on schedule. You guys are the best. I highly recommend the Website Creation Workshop to anyone who wants to gain full mastery and independence over their websites and online presence. Thanks Christina, and thank you to the wonderful Website Creation Workshop team!

Laura Kessler

CreativeLeadershipInstitute.com

“The Website Creation Workshop has been extraordinarily helpful and made it fun to build a website!”

The Website Creation Workshop has been extraordinarily helpful and made it fun to build a website – and in a shorter time than expected. Building a website used to be something I dreaded, but knew that I had to take care of as a new online entrepreneur. I feel proud of what I have accomplished, and empowered to maintain and improve the site on an ongoing basis. Thank you so much Christina and team!

Susanna Grinsvall

www.SusannaGrinsvall.com

“I have found you and your staff to be some of the best in the industry!”

One of the things I love about you and your company Christina, is that you run it from an abundant loving place, like you’re caring for your fellow human. Along with all your brilliant teaching skills, you make it easy to want to stay connected to you, Christina, because you have built in the space for people to be human and change their mind or go through hard things and you support us in that.

I have found you and your staff to be some of the best in the industry to work with when issues come up. I appreciate this about you and it’s what will keep me coming back!

Carla H. Brown

livingfromjoy.com

“I am not a technically savvy person. And I just completed a gorgeous website that I’m really pleased with!”

“I am not a technically savvy person. And I just completed a gorgeous website that I’m really pleased with! Christina’s WCW is extremely well organized and detailed. Even I could follow it with ease! I feel empowered, because the world of websites is no longer a big mystery. What a wonderfully surprising silver lining.”

Taira Restar