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! 2013 All rights reserved: www.businessenglishpod.com 1




BEP 240 Telephoning: Tech Support (Part 3)

Hello and welcome back to Business English Pod. My names Edwin, and Ill be your
host for todays 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 cant fix the problem yourself - you need to
explain to your colleague how they can fix it. It
doesnt 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 todays lesson, well listen to a tech support agent explain a solution to a
computer user. But dont worry if you dont 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. Well cover language that you can use to explain a
solution in clear steps and explain the reasons for those steps. Well 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 dialog, well rejoin Nick and Stacey. Nick is a tech support agent, and
Staceys a lawyer in New York who is having trouble uploading documents to the
company server. Nick has discovered the cause of the problem and is now
explaining to Stacey how to fix it.

As you listen, try to answer the following questions:

1. What does Nick ask Stacey to do first?
2. Why does Nick ask Stacey to upload another PDF from her computer?
3. What should Stacey do next time she has a problem uploading a file?


! 2013 All rights reserved: www.businessenglishpod.com 2
Vocabulary

Option: one of several choices that you can make; I really think that Frankfurt is
the best option for our new European headquarters.

Binary: a number system that only uses two digits 0 and 1 which computers
use to function and store data; We can represent the number 9 in binary with the
digits 1001.

To scramble: to mix up or gather in a confused way; On my first day at the office,
everyones names and faces got all scrambled in my memory.

To run through: to explain or list quickly or in summary; Before we finish the
meeting, Id just like to run through my list of people who are scheduled to attend
tomorrows event.

Got that: if we get something, we understand it; we often say got that? to
confirm that someone has understood what weve said; Look for the port marked
HDMI on the back of the monitor and plug that cable in. Got that?

To transfer: to move something or someone from place to place; Bring your old
phone in and well be able to transfer all the data over to your new phone.

Going forward: from now on, often used to explain a change in plans or way of
doing something; So everyone, going forward I really think we all need to
communicate better so we can avoid these mix-ups.

You bet: an informal expression of agreement, particularly with requests or
instructions; A: Do you think you could help me out with this formatting issue? B:
You bet. Ill be right there.

To go through: to review, to follow, or to summarize steps or procedures; In case
of emergency, please call your supervisor then go through the checklist in the
safety manual.


! 2013 All rights reserved: www.businessenglishpod.com 3
Dialog
Nick: Now, click on the tab that says transfers, and click file types. Could you
just tell me what its set to?

Stacey: It says A-S-C-I-I

Nick: Ohh, there we go! Its set to ASCII. So, heres what I want you to do. First,
look for the option called binary. You see that?

Stacey: Yeah.

Nick: Great, so click on that, and we should be done. It needs to be set to binary
because ASCII doesnt 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?

Stacey: Okay, so then my program settings were wrong.

Nick: Basically. Its a settings issue, not a permissions thing like you first thought.
So lets 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 its set to
binary, not ASCII. Got that?

Stacey: Yep. Got it.

Nick: Now lets just make 100% sure that weve actually solved this thing. Id like
you to upload another PDF from your computer.

Stacey: Okay Transferring. And I see it there in the list now.

Nick: Super. Now try viewing it.

Stacey: Okay, trying now. Oh! Thats it! Looks great!

Nick: All right. Should be fine going forward. So, next time you have have any
problems uploading anything to a server, just check your settings first. If youve
made any changes like youre using a new program just make sure the
preferences are correct. Okay?

Stacey: You bet Nick. And sorry for the confusion. Really appreciate all your help.

Nick: Thats what Im here for! Take care Stacey

Stacey: Okay bye!

! 2013 All rights reserved: www.businessenglishpod.com 4
Debrief

Now lets go through the dialog again and look at the techniques Nick used to help
Stacey solve her problem.

Nick: Now, click on the tab that says transfers, and click file types. Could you
just tell me what its set to?

Stacey: It says A-S-C-I-I

Nick: Ohh, there we go! Its set to ASCII. So, heres 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 Staceys problem. Her
FTP program is set to the ASCII file type, which is an old protocol for encoding text
for computers. Now that hes discovered the problem, Nick needs to help Stacey
through a solution over the phone. And hes going to do this in a series of steps.
Nick is very clear that hes going to give Stacey some directions, saying heres
what I want you to do. Then Nick begins the first step with the word first, before
telling Stacey to look for the option, or selection, called binary. Thats an
alternative to the ASCII option that her program was set to.

As we can see, its 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 youve launched the program, Id 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 lets get back to the dialog.

Stacey: Yeah.

Nick: Great, so click on that, and we should be done. It needs to be set to binary
because ASCII doesnt 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?

Nicks instructions are simple. He tells Stacey to click on the binary option to
complete the solution. And then he explains why he wants her to select the binary
setting. ASCII doesnt work on their server, which helps explain why Stacey 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 Stacey
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 lets
practice some other ways of doing this:

! 2013 All rights reserved: www.businessenglishpod.com 5
! You need to make sure the fan is running so the machine doesnt 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 wont have any surprise charges when
youre travelling.

After explaining his directions, Nick asks Stacey Does that make sense? So, did it
make sense, does she understand?

Stacey: Okay, so then my program settings were wrong.

Nick: Basically. Its a settings issue, not a permissions thing like you first thought.
So lets 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 is
not a permissions problem, as Stacey first thought. We dont need to go into great
detail when were trying to help people, but its 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 whats coming next. Lets go through
some more examples of how we can begin recapping the steps in a solution.

! Okay, lets just review how we fixed this.
! So, why dont we just go through those three steps again.
! Now, just to be sure, lets talk about what we did here.
! Id just like to run through our solution one more time.

Now, lets listen as Nick recaps the solution.

Nick: We went into preferences then settings. Then we clicked on transfers and
file types. And we made sure that its set to binary, not ASCII. Got that?

Stacey: Yep. Got it.

Nick: Now lets just make 100% sure that weve actually solved this thing. Id 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 shes got it.

But the call is not over yet. Theyve found a solution and reviewed its steps, but
Nick wants to make 100% sure that the solution has worked. So, saying Id like
you to, Nick politely requests that Stacey upload another PDF.
! 2013 All rights reserved: www.businessenglishpod.com 6
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? Lets practice a few more:

! Just so were 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, well 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? Lets find out.

Stacey: Okay Transferring. And I see it there in the list now.

Nick: Super. Now try viewing it.

Stacey: Okay, trying now. Oh! Thats it! Looks great!

Yes, the solution has worked, which means Nick and Stacey are almost done.

Nick: All right. Should be fine going forward. So, next time you have have any
problems uploading anything to a server, just check your settings first. If youve
made any changes like youre 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.

Lets 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 youve got a connection before trying to send anything.
! If you have this problem again, check that the chords are all plugged into the
right slots.
! So, next time try unplugging the router, then hit the reset button.

Now lets hear Stacey and Nick finish their call.

Stacey: You bet Nick. And sorry for the confusion. Really appreciate all your help.

Nick: Thats what Im here for! Take care Stacey

Stacey: Okay bye!

! 2013 All rights reserved: www.businessenglishpod.com 7
Stacey says you bet as a way of agreeing with Nicks suggestion. And when she
thanks Nick for his help, he says thats what Im here for, which is a common way
to downplay the help we give someone. Its like saying that our whole purpose is to
help, so Im just doing my job. And for Nick, who works in Tech support, he
certainly is.

Now lets practice some of the language we learned in todays lesson.

Were going to start with a role-play practice. Youll 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. Youll have to explain how to update the app
and why this is necessary. Then, youll confirm that the app works and recap the
steps in the solution. Finally, youll remind the user to keep her apps up-to-date in
the future.

At each step, youll hear a prompt spoken by the caller. Then Ill give you some
suggestions for the language you can use to respond. Well guide you through each
step in the practice and play an example answer for each response.

Ready? Lets give it a go.

Cue: So, you think I just need to update the app? How do I do that?
Start by telling the caller click the app store link, then the updates button.
Answer:

Cue: Okay, done that.
Now tell the caller that the app needs to be updated to work properly.
Answer:

Cue: Okay, that seems pretty straightforward.
Next, confirm the solution by asking the user to launch the app again.
Answer:

Cue: Sure thing. Yes, it seems to work just fine now.
Now review the solution with the caller so they can fix the problem themsleves if it
happens again.
Answer:

Cue: Okay thats great.
Now emphasize that in the future, she should keep all her apps up-to-date.
Answer:
! 2013 All rights reserved: www.businessenglishpod.com 8
4Example Answer: First click the app store link, then the updates button.
Example Answer: Great, next we need to update the app so that it works properly.
Example Answer: Now can you try launching the app again?
Example Answer: 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 okay.
Example Answer: And dont forget that its best to make sure all your apps are
always up-to-date.


Now lets practice some of the vocabulary and collocations weve covered in this
lesson. In a moment, youll hear a series of sentences with a word replaced with a
beep. Repeat each sentence, including the missing word.

For example, if you hear:
Example Cue: Large files will take a long time to <beep> from your computer to
the server.

You can say:
Example Answer: Large files will take a long time to transfer from your computer
to the server.

After each response, well play the correct answer. Lets begin.

Cue 1: Well, I think we fixed that and your account should be fine going <beep>.
Answer:

Cue 2: Id just like to take a minute to run <beep> your account information.
Answer:

Cue 3: You need to choose from one of the <beep> in the list of networks.
Answer:

Cue 4: Could everyone please make sure their phones are <beep> to vibrate
during the meeting?
Answer:



Answer 1: Well, I think we fixed that and your account should be fine going forward.
Answer 2: Id just like to take a minute to run through your account information.
Answer 3: You need to choose from one of the options in the list of networks.
Answer 4: Could everyone please make sure their phones are set to vibrate during
the meeting?


! 2013 All rights reserved: www.businessenglishpod.com 9
Weve reached the end of this lesson, the last in our three-part series on handling
tech support calls. Weve learned how to explain the steps of a solution and to
explain why we want someone to take those steps. Weve also learned how to recap
a solution and to confirm that it has actually worked. And finally, we learned how to
emphasize how to deal with a problem in the future.

For more practice, premium members can access the online quizzes and study
notes for this and other episodes in the new learning center. Not a member yet?
Then head over to www.businessenglishpod.com and sign up for a free trial to
preview some of the extra resources available to members.

Thanks for listening and see you again soon!







! 2013 All rights reserved: www.businessenglishpod.com 10
Language Review

A. Review Quiz

For each question, you must choose the sentence that best fulfills the given
language function or purpose.

1. What can you say to introduce the first step of a solution?

a) Why dont you start by explaining what the problem is.
b) Lets just back up here to the beginning and figure out whats going on.
c) Okay, heres what Id like you to do first.

2. Which of the following is the best way to explain to someone why they are
doing something as part of a solution?

a) Just sign out and sign in again and well see what happens.
b) If you sign out then sign in, you can make sure that your changes went through okay.
c) Signing out then signing in again is the only way you can fix this.

3. How can you recap the steps in a solution?

a) Now, lets just see if this little problem has been solved for good.
b) Just to be sure, lets go through what we did one more time.
c) So, in the future, just remember to check your power supply first.

4. How might you confirm that a solution has actually worked?

a) Okay, so just check that the connection light is on for me to be sure its okay
now.
b) Next time, confirm that youve got a connection before trying to send
something.
c) Lets review what we just did to see if you remember.

5. What could you say to emphasize how to deal with a problem in the future?

a) All right, if this happens again, start by checking the batteries.
b) Next time you have a problem, please dont hesitate to call or email.
c) Im happy to help, and hopefully this little issue is fixed for good!


! 2013 All rights reserved: www.businessenglishpod.com 11
B. Vocabulary and Idioms

Fill in the blanks with words from the box below. Be sure to put any verbs in the
right tense.

run bet forward
option get scramble

1. Can I show Todd around on his first day? You ____________! I love helping
orient new employees.
2. Weve solved the problem for now, but going ____________ I think we should
rely less on this particular machine.
3. Im sorry Susan, but it sounds like your document got all ____________ by my
different word processor and now I cant read it.
4. At the end of his presentation, the speaker ____________ through some good
resources for further research on integrated systems
5. I need you to stay calm, put on your oxygen mask, then proceed through the
emergency exit. ____________ that?
6. For someone with money to invest, real estate is a great ____________.



Study Strategy

When were helping someone through a solution to a problem, its very important to
be clear. Our explanation must be well-organized and expressed in simple terms.
And we need to make sure the person were helping understands, which includes
reviewing the steps in the solution and emphasizing how to deal with something in
the future.

Think of a problem that you often have to help people solve in the course of your
work. Now write out the solution, step by step. Remember that youre going to
practice explaining to the solution to someone who doesnt have the same level of
knowledge as you, so make it simple.

Now with a colleague or friend, you are going to practice explaining the solution.
Start by going through the steps one by one and explaining why you are asking
your partner to take that step. When youve finished, quickly review the steps of
the solution then emphasize how to deal with the problem in the future. When
youre finished, switch and trade roles with your partner.



! 2013 All rights reserved: www.businessenglishpod.com 12
Answers

Listening Questions

1. Nick asks Stacey to look for the option binary.
2. Nick asks Stacey to upload another PDF just to make sure the solution worked.
3. Next time Stacey has a problem like this, she should check her settings first.

A. Review Quiz

1. c; 2. b; 3. b; 4. a; 5. a

B. Vocabulary and Idioms

1. Can I show Todd around on his first day? You bet ! I love helping orient new
employees.
2. Weve solved the problem for now, but going forward I think we should rely
less on this particular machine.
3. Im sorry Susan, but it sounds like your document got all scrambled by my
different word processor and now I cant read it.
4. At the end of his presentation, the speaker ran through some good resources
for further research on integrated systems.
5. I need you to stay calm, put on your oxygen mask, then proceed through the
emergency exit. Got that?
6. For someone with money to invest, real estate is a great option.


Online Practice
Click the Launch button to open the online practice:

Launch Quiz