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" ==>
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