The key to getting great help via phone

Editor’s Note: This article was written by Shelly Lott, who is part of Team Clark Howard and writes for Clark.com.

When you call a company for customer support — especially technical support — it pays to be prepared. Here’s what you can do to make sure you have the best possible customer support experience.

■ Try the website first: If you are having trouble with a device, try going to the manufacturer’s website and then to the troubleshooting/ support section. You may be able to solve the problem and save yourself some time. Or try searching for the problem using a search engine like Google or Bing.

■ Check the warranty: Check your warranty status before placing the phone call. You can often find the warranty information on the product itself or in the documentation that came with the product. You can also go to the manufacturer’s website. They frequently have a section that allows you to enter the serial number of the product to look up the warranty information.

■ Have the important information ready: If you are calling technical support for a product, have the serial number, product number and the make and model number ready.

■ Have the product in front of you: If you are calling for technical support for a computer or other electronic device, be sure you have the product in front of you. When you call for support, the technician will most likely walk you through troubleshooting steps over the phone, so you will need to have access to the device.

■ Take detailed notes on the call: Log all of the details about the call, including: the date and time you placed the call, the phone number you used; the full name and ID number of the person you talked to; what troubleshooting steps were taken during the call; any phone numbers or addresses you may need if you are returning the product; any case numbers, issue numbers, reference numbers, incident numbers or ticket numbers the support technician gives you.

If you are sending the product back for replacement or repair, log all of the information related to the return such as what shipper will be used, who pays for shipping, how should the product be packaged for shipping, what items should be sent back and how long the expected turn over time will be. Ask if you can track the shipment online.

Finally, if you are not satisfied with the technician you talk to, do not be afraid to ask to talk to their supervisor or for the next tier of support!