Negotiation techniques, such as mirroring, labelling, and avoiding “I” or “you” statements, can be invaluable tools in resolving technical issues and fostering productive communication between customers and technical support experts.
In this blog post, we will present a dialogue between a customer and a technical support expert, showcasing these techniques in action and highlighting their effectiveness in navigating and resolving a technical issue.
Customer: The computer seems to be freezing up a lot. It’s really frustrating.
Technical Support Expert: It sounds like the computer is causing some frustration due to frequent freezing. Let’s work together to find a solution to this issue. First, could we gather some information about the computer, such as the operating system and the age of the device?
Customer: It’s a Windows 10 computer, and I bought it about three years ago.
Technical Support Expert: A Windows 10 computer that’s three years old – understood. Thank you for providing that information. To better diagnose the problem, it would be helpful to know if any specific actions or programs are triggering the freezing.
Customer: I’ve noticed that it freezes mostly when I have multiple browser tabs open, and it’s particularly bad when I’m watching videos online.
Technical Support Expert: Freezing occurs mainly with multiple browser tabs open and especially during video playback – got it. One possible cause of this issue could be insufficient memory or an outdated browser. May we check if the browser is up-to-date and review the computer’s memory usage?
Customer: Sure, let’s do that.
Technical Support Expert: Excellent. To check the browser version, please open the browser, click on the three dots in the top right corner, and select “Help” followed by “About.” The version number will be displayed there. As for memory usage, pressing Ctrl + Shift + Esc will open the Task Manager, and clicking on the “Performance” tab will show the computer’s memory usage.
Customer: The browser version is up-to-date, but the Task Manager shows that the memory usage is quite high.
Technical Support Expert: It appears that the high memory usage may be contributing to the freezing issue. A potential solution could be closing unused programs and browser tabs to free up memory. Additionally, considering a memory upgrade might be beneficial for smoother performance in the future.
Customer: I’ll try closing some programs and tabs, but I’m not sure about upgrading the memory. What would that involve?
Technical Support Expert: Closing programs and tabs should help alleviate the issue in the short term. As for upgrading the memory, it involves purchasing and installing additional RAM (Random Access Memory) to boost the computer’s performance. It’s a relatively straightforward process, and there are many online tutorials available to guide the installation. Alternatively, seeking assistance from a local computer repair shop could be an option.
Customer: Thanks for the advice. I’ll try closing programs and tabs for now and consider upgrading the memory if the problem persists.
Technical Support Expert: That sounds like a reasonable plan. Please don’t hesitate to reach out if any further assistance is needed or if the issue continues. Wishing the best of luck in resolving the computer freezing issue.
Negotiation techniques, such as mirroring, labelling, and avoiding “I” or “you” statements, can greatly enhance communication and problem-solving in technical support scenarios. By adopting these strategies, technical support experts can more effectively understand and address customer concerns, ultimately leading to higher customer satisfaction and more successful issue resolution. The power of negotiation techniques demonstrates the importance of effective communication skills in all aspects of professional and personal life.
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