I really love your vision Don! I'm an IT tech support, I have been doing this since 1997 and I really love solve my client problems. Being a IT Tech Support expert it is more matter of Art than trying be the best IT Tech of the world. When you see what are you doing as Art... everything changes... your vision, where you want to be in 10, 20 years. When you see IT Tech as Art, you get involved in passion for what are you doing, always looking for new tools, scripts, software, online resources, maybe you start to sleep less and stay awake during nights searching for all this new info just to learn how to be a better IT Tech. I congratulate your work Don and wish you the best of success. (I apologize for my bad grammar writing, I don't have a very good English language at all, I'm a Mexican learning English by the way)
Cool video! Starting out on the help desk can be depressing, but put the work in, learn everything you can, make it known that you want to progress and you'll create opportunities to get up the ranks of IT support quickly. I started out on a 1st line Wintel helpdesk 12 years ago and now i'm a CTO. Hard work and dedication is all it takes, and it doesn't have to take a lifetime to achieve either!
I'm about to start working in a bilingual call center (english), so i'm kinda afraid that i can't handle it or i could not understand people's speech. This video gave me more confidence and i feel more motivated to keep practicing. Thank you so much.(and sorry for my bad english)
Thank You. Just what I needed. I started a tech support job for a cell phone company and today was my first day on the phones it was a lot harder than I thought. This is great video. You should make one with more on listening skills and ask probing questions.
Thank you! I'm currently in training for a tech support job, and viewing this made me feel a bit more confident! It's great advice, I appreciate that you took the time to make it! :)
What if you are not allowed to have a silence moment or an dead air? What should be the great conversation that you could talk to your customer over the phone.?
HI Don, i am new to canada , it has been a month only , i got a tech support job here, right on the second day of training they put us on the floor to attend call ,i am getting confused and not getting the customer at the same time got nervous too. please do give some useful suggestion .thanks
In stead of - what is your user id, using "may i know your user ID " is correct, and the tech support guy doesn't address her when she (user) says "Thanks". like responding back to her "welcome" or you're "most welcome".
Hello, I am from India.Great I liked it very professional but I have a question I want to join a company as a tech support agent but I am not from IT background I have done simply B.A. but I like voice process and night shift and especially talking in English, I am not sure that they will hire me or not as I am not from IT background. I don't like backend jobs just sitting like a robot and working on a computer.
Neveradmitdefeat I could write paragraphs on your question, but what I would STRONGLY recommend is finding someone who knows how to do the job, and asking them questions. Other than that, UTFSE! lol I jest, but seriously, there's a wealth of information out there - finding direction through a mentor or more experienced friend might be your key. Hope that helps!
Don Crawley - I already know what to do and what's best for me, I'm just being a coward. T_T I'll check more of your videos! I think I'll gain courage once I'm more familiar/informed regarding this field. 👍😄
I've asperger I do consider this still insufficiently authentic. I would simply ask that tech support person to keep it as informal as possible. Otherwise I do get irritated.
SE45CX That bothers me a lot - I've gotten used to it over the years, as I've come to find the majority of people only respond favorably to the "political" disposition. Not quite suffering from Asperger's myself, but there's some overlap with folks like me who have similar personalities at times, and what I'd say is you should try to become comfortable with the bullsh*t. Do what you want, but I think you'd benefit greatly from tolerating it, to the extent it'd be worth it in the end. Being informal is also great, but it's all too easy to be taken advantage of in the marketplace, when you're TOO honest and level TOO much with the other person. Hope that addresses the topic at hand. Regards
Justin Wright Thanks for your elaborate comment. I never expected to get such thoughtful responses (also from Don) on the 3 sentences I wrote. Yeah it is more about my intolerance of bullshit than wanting a purely informal talk. I don't like to have the other person on the phone to be acting as a friend and I do expect professionalism. I want to be completely informed and not sensing some burden/scripting in the other person what the customers are informed about and what not. I'm not specifically talking about tech support phone calls but also business phone call to suppliers for example. Many times I happen to say something beyond the expectation of the other person that gives the phone call a much more informal nature. While my intentions a still relevant to the subject/deal.
Never call the customer by their first name without permission before hand. Always--> Okay, Miss, ____lastname is it okay if i call you Janet?.. Rude and agent had such a monotone voice i would've hung up on his greeting
![Chlöe - Shake (Feat. Jeremih) [Official Visualizer]](http://i.ytimg.com/vi/aDs_1ufpfv8/mqdefault.jpg)
I really love your vision Don! I'm an IT tech support, I have been doing this since 1997 and I really love solve my client problems. Being a IT Tech Support expert it is more matter of Art than trying be the best IT Tech of the world. When you see what are you doing as Art... everything changes... your vision, where you want to be in 10, 20 years. When you see IT Tech as Art, you get involved in passion for what are you doing, always looking for new tools, scripts, software, online resources, maybe you start to sleep less and stay awake during nights searching for all this new info just to learn how to be a better IT Tech. I congratulate your work Don and wish you the best of success. (I apologize for my bad grammar writing, I don't have a very good English language at all, I'm a Mexican learning English by the way)
'Have you tried turning it off and on again.' The British IT technician mantra.
Cool video! Starting out on the help desk can be depressing, but put the work in, learn everything you can, make it known that you want to progress and you'll create opportunities to get up the ranks of IT support quickly. I started out on a 1st line Wintel helpdesk 12 years ago and now i'm a CTO. Hard work and dedication is all it takes, and it doesn't have to take a lifetime to achieve either!
What a great comment! Thanks. And congrats on your great career progression.
@@doncrawley No problem, thanks
I'm about to start working in a bilingual call center (english), so i'm kinda afraid that i can't handle it or i could not understand people's speech. This video gave me more confidence and i feel more motivated to keep practicing. Thank you so much.(and sorry for my bad english)
Thank you so much for all your videos! You gave a lot of usefull information!, i'll keep practicing and good luck for you too in french. :D
Thank You. Just what I needed. I started a tech support job for a cell phone company and today was my first day on the phones it was a lot harder than I thought. This is great video. You should make one with more on listening skills and ask probing questions.
I'm a customer service rep and this video is a big help thank you for these lessons
I'm 21 and a trainee for a Tech Support account and this video will really be handy for me 😊 Thank you Don 💙
You're welcome, Jenny. I'm happy to help!
Thank you! I'm currently in training for a tech support job, and viewing this made me feel a bit more confident! It's great advice, I appreciate that you took the time to make it! :)
You're welcome, Michael. I'm embarrassed that I just now saw your comment.
Thank you sir really short and informative,to the point!
Thank you. I'm glad you like it!
Thanks for the suggestions you have provided here.
Very helpful video, thanks for sharing.
Glad it was helpful!
An amazing video; great technics; congratulations!
I'm glad you like it. Thanks for your comment.
Thanks Don, this video is a great resource that I had assigned in my IT coursework! Very Professional.
I have my training on monday, Thankyou. It helps me a lot.
Truely brilliant! Thanks a lot for making things so clear 😊
This helps me a lot. Thanks for sharing!
This is so amazing! This helped me A LOT! Thank you so much!! :)
Thank You so much for this, Really great help Im gonna apply this 😁
Great video, just what I was looking for!
thank you very mch it s help me a lot
What if you are not allowed to have a silence moment or an dead air? What should be the great conversation that you could talk to your customer over the phone.?
I really like this video and I learn a lot from it
Thank you. Excellent.
Awesome video...very helpful!!!
it works for me... thanks
thank you very much it s help me a lot
you are great mate ...from India
We love this video, keep it up!
THANK YOU FOR THIS IT HELP ME A LOT
HI Don, i am new to canada , it has been a month only , i got a tech support job here, right on the second day of training they put us on the floor to attend call ,i am getting confused and not getting the customer at the same time got nervous too. please do give some useful suggestion .thanks
So helpful !! thanks a lot i need it :D i really do !
In stead of - what is your user id, using "may i know your user ID " is correct, and the tech support guy doesn't address her when she (user) says "Thanks". like responding back to her "welcome" or you're "most welcome".
Great tutorial. Looking for phone etiquette for a medical call center as well.
Thanks!
i love this video..its very useful
I really like your video! Good advice you shared
that was very good thanks man
sooooo usefull gracias amigo¡¡¡¡
Great tips!
great video!!
nice and helpful thanks
Je suis français en BTS il y a pas de sous titres en Français… dommage, j'ai également voulu savoir si il était toujours en vie et oui donc gg mec
Merci pour votre commentaire. Je suis bien vivant ! Par contre, mon français est très mauvais.
Hi i am 13 and i want to help people fix and get rid of viruses but people thinks i am going to rat them
GREAT!!
really helpful thanksss
I'm glad it was helpful. Thanks for your comment.
It will Work as long as your cust is not crazy as hell
EXCELLENT
Hello, I am from India.Great I liked it very professional but I have a question I want to join a company as a tech support agent but I am not from IT background I have done simply B.A. but I like voice process and night shift and especially talking in English, I am not sure that they will hire me or not as I am not from IT background. I don't like backend jobs just sitting like a robot and working on a computer.
are you stll looking for a job ?
Wow thank you this really helped yeah I would someday like to become a phone technician do you have any tips?
Neveradmitdefeat I could write paragraphs on your question, but what I would STRONGLY recommend is finding someone who knows how to do the job, and asking them questions. Other than that, UTFSE! lol I jest, but seriously, there's a wealth of information out there - finding direction through a mentor or more experienced friend might be your key. Hope that helps!
Justin Wright OK thank you
Ugh. I have anxiety and I don't like talking but I need a job. I think I should apply for non-voice instead. T_T
Don Crawley - I already know what to do and what's best for me, I'm just being a coward. T_T
I'll check more of your videos! I think I'll gain courage once I'm more familiar/informed regarding this field. 👍😄
I will close your ticket as info like a boss dont you worry.
I've asperger I do consider this still insufficiently authentic. I would simply ask that tech support person to keep it as informal as possible. Otherwise I do get irritated.
SE45CX That bothers me a lot - I've gotten used to it over the years, as I've come to find the majority of people only respond favorably to the "political" disposition. Not quite suffering from Asperger's myself, but there's some overlap with folks like me who have similar personalities at times, and what I'd say is you should try to become comfortable with the bullsh*t. Do what you want, but I think you'd benefit greatly from tolerating it, to the extent it'd be worth it in the end. Being informal is also great, but it's all too easy to be taken advantage of in the marketplace, when you're TOO honest and level TOO much with the other person. Hope that addresses the topic at hand.
Regards
Justin Wright Thanks for your elaborate comment. I never expected to get such thoughtful responses (also from Don) on the 3 sentences I wrote.
Yeah it is more about my intolerance of bullshit than wanting a purely informal talk. I don't like to have the other person on the phone to be acting as a friend and I do expect professionalism. I want to be completely informed and not sensing some burden/scripting in the other person what the customers are informed about and what not. I'm not specifically talking about tech support phone calls but also business phone call to suppliers for example. Many times I happen to say something beyond the expectation of the other person that gives the phone call a much more informal nature. While my intentions a still relevant to the subject/deal.
Never call the customer by their first name without permission before hand. Always--> Okay, Miss, ____lastname is it okay if i call you Janet?.. Rude and agent had such a monotone voice i would've hung up on his greeting
Ugh windows 8 is the worst I feel bad for her
Yeah, it really was bad, wasn't it?
awesomeness
Arrogant, self-centered and not necessary helpful.
Please explain why you think that. Thanks for your comment.
#1 get rid of your strong indian accent
How about instead, "Work to ensure your speech is clear, free from jargon and regional slang, and easy to understand."