You're listening to Business English Pod, the Business English podcast for professionals on the move.
Hello, and welcome back to Business English Pod.
My name's Edwin, and I'll be your host for today's lesson on handling a tech support call.
A colleague calls you with a problem.
You listen.
You ask questions, and you figure out a solution.
But you can't fix the problem yourself.
You need to explain to your colleague how they can fix it.
It doesn't matter how simple the solution is to you.
You have to make it clear to the other person.
And that can be challenging.
Fortunately, you can learn some ways of making your instructions clear and effective.
In today's lesson, we'll listen to a tech support agent explain a solution to a computer user.
But don't worry if you don't work in tech support.
The techniques this agent uses are useful in any situation where you need to provide support or solutions to someone else.
We'll cover language that you can use to explain a solution in clear steps and explain the reasons for those steps.
We'll also look at how you can recap the steps in a solution, confirm that solution actually worked and emphasize to someone how to deal with similar problems in the future.
In the dialogue, we'll rejoin Nick and Stacey.
Nick is a tech support agent and Stacey is a lawyer in New York who is having trouble uploading documents to the company's server.
Nick has discovered the cause of the problem and is now explaining to Stacy how to fix it.
As you listen, try to answer the following questions.
1.
What does Nick ask Stacy to do first?
2.
Why does Nick ask Stacy to upload another PDF from her computer?
3.
What should Stacy do next time she has a problem uploading a file?
Now, click on the tab that says Transfers and then click File Types.
Could you just tell me what it is set to?
It says ASCII.
Oh, there we go.
It's set to ASCII.
So, here's what I want you to do.
First, look for the option called Binary.
You see that?
Yes.
Great.
So click on that and we should be done.
It needs to be set to binary because ASCII doesn't work on our server.
So when you try to upload from there, it just gets scrambled.
But when I upload here, it works fine because mine is set to binary.
Does that make sense?
OK.
So then my program settings were wrong.
Basically, it's a settings issue, not a permissions thing like you first thought.
So let's just run through what we did.
We went into Preferences, then Settings, then we clicked on Transfers and File Types and we made sure that it's set to Binary, not ASCII.
Got that?
Yep, got it.
Now let's just make 100% sure that we've actually solved this thing.
I'd like you to upload another PDF from your computer.
Transferring.
And I see it there in the list now.
Super.
Now try viewing it.
OK, trying now.
Oh, that's it.
Looks great.
Alright, should be fine going forward.
So, next time you have any problems uploading anything to a server, just check your settings first.
If you've made any changes, like using a new program, just make sure the preferences are correct, okay.
You bet, Nick.
And sorry for the confusion.
Really appreciate all your help.
That's what I'm here for.
Take care, Stacey.
Okay, bye.
Now let's go through the dialogue again and look at the techniques Nick used to help Stacey solve her problem.
Could you just tell me what it is set to?
It says A-S-C-I-I.
Oh, there we go.
It's set to ASCII.
So, here's what I want you to do.
First, look for the option called binary.
You see that?
We begin this part of the call as Nick discovers the cause of Stacy's problem.
Her FTP program is set to the ASCII file type, which is an old protocol for encoding text for computers.
Now that he's discovered the problem, Nick needs to help Stacy through a solution over the phone, and he's going to do this in a series of steps.
Nick is very clear that he's going to give Stacy some directions, saying here's what I want you to do.
Then Nick begins the first step with the word first, before telling Stacy to look for the option or selection called binary.
That's an alternative to the ASCII option that our program was set to.
As we can see, it's a good idea to explain a solution in clear steps with clear sequencing language, just as Nick has done.
You can hear a similar approach in the following examples.
First, you need to open the front cover of the air conditioner.
Once you've launched the program, I'd like you to hit New File.
Next, just insert the SIM card in the same direction in your new phone.
Finally, turn the power to off, wait five seconds, and turn it on again.
Now, let's get back to the dialogue.
Yes?
Great, so click on that and we should be done.
It needs to be set to binary because ASCII doesn't work on our server.
So when you try to upload from there, it just gets scrambled.
But when I upload here, it works fine because mine is set to binary.
Does that make sense?
Nick's instructions are simple.
He tells Stacy to click on the binary option to complete the solution, and then he explains why he wants her to select the binary settings.
ASCII doesn't work on their server, which helps explain why Stacy had the problem in the first place.
Nick says when you try to upload and but when I upload?
To refer specifically to what they tried to do in the past,
He wants Stacy not just to have a solution, but to know why it is a solution.
It is important to explain why you are asking someone to do something.
So let's practice some other ways of doing this.
You need to make sure the fan is running so the machine doesn't overheat.
You see, pressing the escape key will exit that program and take you back to the desktop.
Closing the front panel will tell the machine that it can start working again.
If you set data roaming to off, you won't have any surprise charges when you're travelling.
After explaining his directions, Nick asked Stacey, does that make sense?
So did it make sense?
Does she understand?
Okay, so then my program settings were wrong.
Basically, it's a settings issue, not a permissions thing like you first thought.
So let's just run through what we did.
As Stacey understands it, her program settings were wrong.
And Nick says basically to indicate that her idea is generally correct.
He also points out that it's not a permissions problem, as Stacey first thought.
We don't need to go into great detail when we're trying to help people, but it's a good idea to make sure they have a basic understanding of the problem.
Next, Nick wants to run through what they did.
When you run through something, like the steps in a solution, you review them.
And Nick states clearly that he wants to do this so that Stacey knows what's coming next.
Let's go through some more examples of how we can begin recapping the steps in a solution.
Okay, let's just review how we fixed this.
So why don't we just go through those three steps again?
Now, just to be sure, let's talk about what we did here.
I'd just like to run through our solution here one more time.
Now, let's listen as Nick recaps the solution.
We went into preferences, then settings, then we clicked on transfers and file types and we made sure that it's set to binary, not ASCII.
Got that?
Yep, got it.
Now let's just make 100% sure that we've actually solved this thing.
I'd like you to upload another PDF from your computer.
After reviewing the solution and describing the steps in simple and clear language, Nick asks got that?
If we get something, we understand it.
So Stacey confirms she does understand by saying she's got it.
But the call is not over yet.
They've found a solution and reviewed its steps.
But Nick wants to make 100% sure that the solution has worked.
So saying, I'd like you to, Nick politely requests that Stacey upload another PDF.
Again, we can hear that Nick is being clear and polite while telling Stacey exactly why he wants her to take certain actions.
What are some other ways to confirm a solution?
Let's practice a few more.
Just so we're positive this is fixed, try turning the machine on again for me.
Now I want to make sure you can see all of the files in that folder.
If you could just send me a message, we'll know if the problem is fixed.
So please just check the battery level and we should be good to go.
Has the solution actually worked?
Let's find out.
Transferring.
And I see it there in the list now.
Super.
Now try viewing it.
Okay, trying now.
Oh, that's it.
Looks great.
Yes, the solution has worked, which means Nick and Stacy are almost done.
All right, should be fine going forward.
So, next time you have any problems uploading anything to a server, just check your settings first.
If you've made any changes, like using a new program, just make sure the preferences are correct, okay.
Nick says that it should be fine going forward, which just means in the future.
And in the future, Nick wants to make sure Stacey understands how to deal with this type of problem.
He says next time to introduce the type of problem, then directs her to just check her settings and to make sure the preferences are correct.
If Nick can get Stacey to remember these basic steps by emphasizing them again, she may be able to avoid the problem in the future.
Let's run through a few ways we can emphasize how to do something in the future.
Notice how clear the instructions are and how we can use key signal words such as if and next time.
All right.
Next time this happens, just remember to give it at least three minutes to warm up.
In the future, make sure you've got a connection before trying to send anything.
If you have this problem again, check that the cords are all plugged into the right slots.
So, next time, try unplugging the router, then hit the reset button.
Now, let's hear Stacy and Nick finish their call.
You bet, Nick.
And sorry for the confusion.
Really appreciate all your help.
That's what I'm here for.
Take care, Stacy.
Okay, bye.
Stacy says, you bet, as a way of agreeing with Nick's suggestion.
And when she thanks Nick for his help, he says that's what I'm here for, which is a common way to downplay the help we give someone.
It's like saying that our whole purpose is to help, so I'm just doing my job.
And for Nick, who works in tech support, he certainly is.
Now, let's practice some of the language we learned in today's lesson.
We're going to start with a role-play practice.
You'll play the part of a tech support agent with a mobile phone company.
You are talking on the phone with a user who is having a problem starting an app.
You'll have to explain how to update the app and why this is necessary.
Then you'll confirm that the app works and recap the steps in the solution.
Finally, you'll remind the user to keep her apps up to date in the future.
At each step, you'll hear a prompt spoken by the caller.
Then I'll give you some suggestions for the language you can use to respond.
We'll guide you through each step in the practice and play an example answer for each response.
Ready?
Let's give it a go.
So you think I just need to update the app?
How do I do that?
Start by telling the caller to click the App Store link, then the Updates button.
First click on the app store link, then the update button.
Okay, done that.
Now tell the caller that the app needs to be updated to work properly.
Great.
Next we need to update the app so that it works properly.
Okay, that seems pretty straightforward.
Next, confirm the solution by asking the user to launch the app again.
Now, can you try launching the app again?
Sure thing.
Yes, it seems to work just fine now.
Now, review the solution with the caller so they can fix the problem themselves if it happens again.
Great.
So if it happens again, all you need to do is go to the App Store and hit the Update button, and then the app should be OK.
OK, that's great.
Now, emphasize that in the future, she should keep all her apps up to date.
And don't forget that it's best to make sure all your apps are always up to date.
Now, let's practice some of the vocabulary and collocations we've covered in this lesson.
In a moment, you'll hear a series of sentences with the words replaced with a beep.
Repeat each sentence, including the missing word.
For example, if you hear, Large files will take a long time to from your computer to the server.
You can say, Large files will take a long time to transfer from your computer to the server.
After each response, we'll play the correct answer.
Let's begin.
Answer.
Well, I think we fixed that, and your account should be fine going forward.
I'd just like to take a minute to run your account information.
Answer.
I'd just like to take a minute to run through your account information.
You need to choose from one of the in the list of networks.
Answer.
You need to choose from one of the options in the list of networks.
Could everyone please make sure their phones are to vibrate during the meeting?
Answer.
Could everyone please make sure their phones are set to vibrate during the meeting?
We've reached the end of this lesson, the last in our three-part series on handling text.
Support calls
We've learned how to explain the steps of a solution and to explain why we want someone to take those steps.
We've also learned how to recap a solution and to confirm that it has actually worked.
And finally, we've learned how to emphasize how to deal with a problem in the future.
Thanks for listening and see you again soon.
