Crying For Help Online

      - by Jim Edwards

(c) Jim Edwards - All Rights reserved
    http://www.TheNetReporter.com  
=====================================

Anyone surfing the Internet for more than a week eventually needs
help from someone else.  Whether regarding an online purchase,
technical support on computer hardware, software support or some
other type of help, sooner or later everyone needs assistance.

The way in which you ask for help has everything to do with how fast
and how well you receive assistance.  In the online world where
email rules, the following tips will help you get what you need and
get on your way quickly. 

* Remember the "person" on the other end *

When something on your computer or a particular website doesn’t
function properly, irritation seems a natural reaction, especially
when you have no clue why things don’t work or how to fix them. A
sense of helplessness often leads to feelings of frustration and
anger. However, no matter how upset you get, you must always
remember that a live person will receive your email communication
and, in many cases, they didn’t cause your problem directly. 

Remember, those email "missiles" that make you feel better in the
short term will almost always come back to haunt you over the long
haul. 

When first asking for help, never send notes with phrases such as
"If you don’t respond to me within two hours I’m going to contact my
lawyer." or "I sure hope this isn’t a scam." Rarely do such comments
produce the cheerful help or assistance you actually want. 

* "Please" and "Thank You" *

Common courtesy goes a long way towards getting what you want,
especially regarding technical support.  Notes with nasty comments
put the person on the receiving end in a bad frame of mind. However,
notes with a polite tone sprinkled generously with "please" and
"thank you" will usually receive prompt and courteous attention.
You can always get more severe later if you must.

* Don’t use ALL CAPS *

Using all capital letters in an email rates the same as SHOUTING in
someone’s face! Ignorance of this custom online does not excuse the
behavior. 

Though you may think typing certain words in ALL CAPS merely shows
emphasis on your part, to a "computer geek" you will seem rude and
offensive.  Once you have offended the person from whom you seek
help, your chances of receiving that help diminish significantly. 

* Get to the point *

Everything happens quickly online.  Time ranks number one as the
customer support person’s scarcest resource and they don’t have time
to read long emails to figure out what you need. 

When asking for help, always include your name, contact information,
order information, specific dates and a clear description of the
help or information you need.

Avoid including any extraneous information that won’t contribute
directly in assisting someone in giving you exactly what you need.

Though the Internet and email may seem like an instant solution to
many problems, people still run the technology. If you need help
from another person, don’t treat the person like a machine.  You’ll
get a lot further by doing it this way.

- Jim Edwards writes a syndicated newspaper column in plain language
for non-technical people about current Internet issues, challenges,
news, HOT new tools… and much more! "The Net Reporter" ==>
http://www.thenetreporter.com

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