Dealings with 21st century help desks are not easy. It is important to remember that many times it is not easy for the people trying to assist you either. Here are some suggestions to make it easier for all involved.

Things You'll Need:

• Patience
• Phone etiquette
• Tact
• Understanding

Step1You have a problem or you would not be calling the help desk. Whether it is a home or office crisis makes no difference, the same rules of etiquette apply in both instances. Step2Be certain you have a legitimate problem before picking up the phone to call. (Two major time wasters for help desk personnel are people needing unnecessary password resets and gentle reminders not to type in capital letters). This will save you time and aggravation and free the help desk to assist persons with serious issues. Step3You may not be in the best of moods after going through what may seem a million options before finally getting to a real person. Do not take your frustrations out on the help desk representative. State your problem slowly and accurately and be patient with the person at the other end. Answer all questions as thoroughly as possible. Do not display anger or sarcasm and follow the golden rule. Step4Help desk people are like automobile mechanics. They appreciate and respect a person who knows at least something about his/her car and is eager to help resolve whatever the difficulty is. Know as much about your PC, application, procedure, or whatever else you may be calling about, as possible. Do not take the attitude, "It is your job. Fix my problem." Especially if you are at work, it is as much your responsibility to resolve your issue as it is the help desk. Step5After the issue is resolved, particularly if it has been time consuming and challenging, sincerely thank your help desk rep and ask who his/her supervisor is. A job well done merits an email or paper letter from you

Tips & Warnings

• Step 3. The help desk person will be more eager to resolve your problem if you are polite and helpful to him/her.
• Step 4. The help desk is your friend, not adversary. Help those who man it as much as possible and treat them with respect.
• Step 5. If the help desk rep is less than courteous or helpful, you can always write another kind of letter or email to his /her superior. The rules of telephone and business etiquette do indeed run in both directions.
• Step 4. Do not, under any circumstances, play dumb when you speak with a help desk rep. Many persons feign ignorance simply to avoid having to have anything to do with resolving their problems. Help desk reps see through this and nothing annoys them more.