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Tech Support Doesn’t Have to be Difficult

Stories abound about horrible experiences with tech support. There is no doubt that there are a lot of people working in tech support that just can’t answer the questions asked of them. Even worse, many of the people asking the questions don’t even provide the most basic information. I’ll give you an example that I see on a very regular basis and it is so easy to provide the correct information.
A user e-mailed me about a problem he was having in “Corel 11”. Corel is a company that makes a number of different products. While I might guess that he was using CorelDRAW, he could have just as easily been using Corel PHOTO-PAINT or Corel WordPerfect. So I responded by asking exactly which product he was using with a list of several possibilities along with a question about the problem. You see, his complaint was that a file “didn’t work”. Think about it and you’ll see that I had basically zero information. What was being done with the file? Was there an error message? In short, it is important to provide as detailed information as possible. The next e-mail I got said that he was using “CorelDRAW Graphics Suite 11”. Again, this still doesn’t answer what piece of software is being used. There are many programs in the suite of products. I responded again and have yet to get a response. The file that “didn’t work” worked fine on my system. But since I had so little information, it was hard to provide any answer other than “it works for me”.
So the next time you fine the need to contact technical support of any kind, try to write down as much information as possible so that you’ll have it available when you call or e-mail for help.
For those who are looking for help with CorelDRAW or Corel PHOTO-PAINT, we do offer phone consultation services at very competitive rates. Details can be found here. The last person I helped e-mailed back and called me her “personal savior”. It’s always nice to know that you were able to help someone out of a jam and help them be more productive with their software.

About Foster D. Coburn III

Foster D. Coburn III is the author of thirteen books on CorelDRAW, the latest being CorelDRAW X6 Unleashed. He has been a contributor to numerous magazines. Foster has taken many projects, including this Web site and many more, from the early design stage through to a finished piece. He has been a featured speaker at many graphics and Web conferences.

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