Comments on: oDesk Community: How to ask for help http://www.savvylancer.com/odesk-community-how-to-ask-for-help/ Tips and advice for freelancers Tue, 15 Jun 2010 05:50:56 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Danalyn http://www.savvylancer.com/odesk-community-how-to-ask-for-help/comment-page-1/#comment-106 Danalyn Tue, 10 Feb 2009 06:35:05 +0000 http://www.savvylancer.com/?p=212#comment-106 Seriously, all most tech support reps need is the step-by-step process you went through to get whatever error you received. 9 times out of 10, it'll be operator error, and the "problem" can be fixed quickly. But people expect fingers to be snapped and problems solved without having to talk about it. I don't know how many times I got hung up on when customers would call in and get pissed off because I "asked too many questions"...seriously...how the heck am I supposed to know what's happing from, "this is broken, fix it or give me my money back"? I'm so glad I don't do phone support anymore...I have a flat spot on my forehead (and left a nice dent in my old workstation) from constant head-banging on the desk! Seriously, all most tech support reps need is the step-by-step process you went through to get whatever error you received. 9 times out of 10, it'll be operator error, and the "problem" can be fixed quickly.

But people expect fingers to be snapped and problems solved without having to talk about it. I don't know how many times I got hung up on when customers would call in and get pissed off because I "asked too many questions"…seriously…how the heck am I supposed to know what's happing from, "this is broken, fix it or give me my money back"?

I'm so glad I don't do phone support anymore…I have a flat spot on my forehead (and left a nice dent in my old workstation) from constant head-banging on the desk!

]]> By: Christina http://www.savvylancer.com/odesk-community-how-to-ask-for-help/comment-page-1/#comment-105 Christina Tue, 10 Feb 2009 06:18:00 +0000 http://www.savvylancer.com/?p=212#comment-105 Kudos on this article! As someone who frequents help forums, I can honestly say that I skip over the posts that have no details. If a user can't spend 2 extra minute to explain their problem, then what is the sense in me spending an afternoon trying to help? Details! Details! Details! The more details the better. It is also wise to get into the habit of returning to your post and labeling it as solved. I can't tell you how many time I've done research on a problem and offered help to someone who had already figured out what they were doing wrong. Kudos on this article! As someone who frequents help forums, I can honestly say that I skip over the posts that have no details. If a user can't spend 2 extra minute to explain their problem, then what is the sense in me spending an afternoon trying to help? Details! Details! Details! The more details the better.

It is also wise to get into the habit of returning to your post and labeling it as solved. I can't tell you how many time I've done research on a problem and offered help to someone who had already figured out what they were doing wrong.

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