How can you explain technical jargon to customers in a way that is easy to understand?
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As a computer repair technician, you often have to deal with customers who have little or no technical knowledge. They may not understand what is wrong with their computer, why it needs to be fixed, or how you are going to fix it. This can lead to confusion, frustration, or dissatisfaction on both sides. How can you explain technical jargon to customers in a way that is easy to understand? Here are some tips to help you communicate effectively and build trust with your customers.
One of the easiest ways to avoid technical jargon is to use simple and familiar words that your customers can relate to. For example, instead of saying that you need to replace the hard disk drive (HDD), you can say that you need to change the storage device where your files are kept. Instead of saying that you need to update the drivers, you can say that you need to improve the communication between your computer and its accessories. Instead of saying that you need to run a diagnostic test, you can say that you need to check the health of your computer.
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Cary Chiasson
IT Support | Computer Repair | CompTIA A +| CompTIA Sec + | Linux Installation| Virus Scanning | Desktop Maintenance | Streamlined IT solutions for seamless digital security and performance | Hardware repair
I have used words like where I have upgraded the CPU and called the the brains of the computer which when I did that they were like okay. We just have to get inside the head of the person you are talking to and find things that you can relate to them. When we do that then we can talk jargon without being a techie. Then they can understand.
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Rechelle Valere
It’s important that the person you’re talking to leaves understanding what the problem is, what is needed to fix it and why it needs to be fixed. Meeting people where they’re at, is essential for these interactions. If you’re working with someone who is a self-proclaimed “not tech-savvy” person then you may want to use analogies to relay the information in a relatable and non-intimidating way.
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Sertan Toto
Senior Support Analyst at OneTrust | Automation, API, Integration, Implementation and SaaS | Experienced L3 Support Analyst with expertise in providing top-notch technical support
When talking about computer memory, use words everyone's familiar with. Instead of saying 'RAM,' try 'the computer's short-term memory' or 'the place where it keeps stuff for quick use.' Making tech talk simple, like saying 'the quick memory' or 'the computer's speed booster,' can make it easier for everyone to understand.
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Another way to explain technical jargon is to use analogies and examples that your customers can understand. For example, instead of saying that your computer has a virus, you can say that your computer has an infection that makes it sick and slow. You can then compare it to how a human body gets sick and needs medicine. Instead of saying that your computer has a memory leak, you can say that your computer has a hole in its bucket that makes it lose water. You can then compare it to how a bucket with a hole can't hold water for long.
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Zachary Jimenez
Student at Seminole State College
I typically like to make an analogy to explain technical Jaron in a way my clients would understand. If it's a hardware issue I typically explain the technical Jaron in regards to human anatomy as its very similar if you think about it. A good example would be with explaining an HDD vs Ram. HDD is for storing things such as pictures and memories. Think of an HDD like your long term memory in anatomy. While RAM is short term memory in your mind which is temporary storage that needs to be extremely fast but can be forgotten.
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Cherokee Boose, (She/Her)
Striving to help train 29 million learners by 2025
Use simple analogies they customers/ clients can relate to. For example, liken a full hard drive to an overstuffed filing cabinet. Listen closely to their issues and ask questions to uncover even more ways to help. Suggesting an upgrade, like more RAM to speed up a sluggish laptop, can offer extra value they hadn’t considered. Always prioritize their long-term trust over a quick sale.
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Andrew Chrostek
Proprietor at THINKTECH
I like to describe things with the presumption that the reader is totally new to this and wants to learn. This allows a better connection to occur in relation to you and your subscribers
A third way to explain technical jargon is to use visuals and demonstrations that your customers can see. For example, instead of saying that your computer has a corrupted file, you can show your customer what a corrupted file looks like on the screen. You can then explain how it affects the performance of your computer. Instead of saying that your computer needs a defragmentation, you can show your customer how a defragmentation works on a diagram. You can then explain how it makes your computer faster and more organized.
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Jonathan D.
| still searching for meaning | chronic questioner of everything |
I find the best way is to boil the problem down to core concepts. Remove technical words and phrasing, instead focus on explaining the issue at a high level. Visual examples either by using another computer, a video online, or even hand drawn diagrams are a great help. Follow this explanation up by asking customers guided questions to ensure they've understood the concept, then finish up by writing a short explanation again using high level language any only talking about the concepts. Provide links to references and further reading should the customer wish to delve into the topic further themselves.
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Steven Donley, MBA
Helping people work and live happier, safer, and more sustainably through technology
Being able to draw concepts on a tablet or smart board has been important tools in my line of work. I'm also not a creative thinker, I need to see things before I can really wrap my head around more complex ideas. Since I prefer visuals, I've gathered the tools to help my clients also understand what I'm talking about by drawing concepts and diagrams to help them understand what we are doing and why we do it that way.
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Murray Barnes
Network Technician
Don’t be afraid to use words like thingy I use terms like sometimes when clicking on certain things something goes wrong and just acts up. Or the thingy inside the computer box broke so we are replacing the computer for you so this should not happen again. Remember I am always here to help you No it is not your fault this thing acted up or broke so don’t beat yourself up over it. We will get through this together.
A fourth way to explain technical jargon is to use feedback and confirmation that your customers can respond to. For example, after explaining a technical term or concept, you can ask your customer if they have any questions or if they understood what you said. You can then repeat or clarify your explanation if needed. You can also ask your customer to repeat or summarize what you said in their own words. This way, you can check if they understood you correctly and correct any misunderstandings.
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Bradley P.
I like to ask my customers to help explain the concept back to me for particularly important subjects - for example where data is at risk of compromise. For less critical topics, I will always ask the customer if there is any thing they didn't understand with my explanation and if there is anything I can clarify further.
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Iyanda Lateef(CCNA, CFOT, CFOSD)
FIBER TRANSMISSION ENGINEER at Hoop Telecoms
And sometimes your client/ customer could be tense as a result of challenges being faced from the computer. As an Engineer can help them reduce the tensions or fairs by telling them to calm down. And that his/her complaint would be resolved.
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William Naivar
IT and Customer Service Experienced Professional looking for next opportunity
After using some kind of analogy or example to explain part of the situation, it's important to ask them "Am I making sense to you?" You want to ask if -you- are making sense, because it's on you to explain it to them in a way they can understand; If you were to ask "Does this make sense to you?" that intones a deficit in their understanding, which can make them feel as if you are treating them like they are stupid.
A fifth way to explain technical jargon is to use empathy and patience that your customers can appreciate. For example, you can acknowledge that technical terms and concepts can be confusing or intimidating for some people. You can then assure your customer that you are there to help them and that you will explain everything in a way that they can understand. You can also avoid using too much technical jargon at once or making your customer feel stupid or ignorant. You can also thank your customer for their cooperation and attention.
By following these tips, you can explain technical jargon to customers in a way that is easy to understand. This will help you to build rapport, trust, and satisfaction with your customers and to provide them with a better service.
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Zachary Jimenez
Student at Seminole State College
Empathy and patience is very important when interacting with clients in the I.T. field or for any customer service job for the matter. By showing support and having patience. You are treating the customer with respect, kindness and with understanding regarding their computer issues. It's very important to be patient with users as they don't know or may not understand technical Jaron as they aren't experienced in the field. It's important to be patient since it will help create a good customer and technician experience.
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Steven Donley, MBA
Helping people work and live happier, safer, and more sustainably through technology
We do everything on our devices now and we store a lot of important data on them. It's easy to forget that people are scared of losing this data, whether it's personal/financial or memories of people no longer with us. These can provoke an emotional response which can lead to anger or tears and difficult situations to work through. It's important to remember that we all have strong attachments to different things and they are simply concerned about items that are important to them. Connect, put yourself in their shoes, and consider how you'd feel in the same situation.
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John Z.
Understanding technical terms can be daunting. I acknowledge that and assure customers it is okay not to know everything. I break down complex concepts using relatable examples, ensuring they understand one step at a time. I avoid overwhelming them with jargon and encourage questions. My friendly approach fosters trust, and I appreciate their engagement, making them feel valued. Empathy and patience are my tools to ensure understanding, build rapport, and provide excellent service.
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Bradley P.
A thorough understanding of the technologies in question is required to effectively be able to explain technical jargon to non-technical customers. It would be particularly difficult to explain a concept using an analogy if you did not have an understanding of the concept yourself! If you are in the situation of having to explain a technical aspect that you are unfamiliar with, it is ok to explain to the customer that it is not a topic that you are specialised in, but that you will research and answer their question in a thorough way - most people would appreciate that you are taking the time to ensure they have both a complete and accurate understanding of the topic.
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Matthew Price
PHP Developer | Web Developer
The key word is "simplify". Don't waste your time and their time talking about gigabytes, latency, core quantity, how many megahertz.. just simplify it down to "your CPU, which is like the brain of the computer, isn't fast enough".
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John Z.
As a computer repair professional, I've encountered various challenges and triumphs. One memorable experience was helping a technophobic elderly couple embrace technology fearlessly. By patiently guiding them through basic computer operations, I witnessed their joy as they sent their first email to their grandchildren. It highlighted the power of patience and empathy, reinforcing my belief in the importance of personalized assistance. Additionally, I've learned that every problem has a unique solution; creativity and adaptability are key. These encounters taught me that technical expertise goes hand in hand with understanding human emotions, making the repair process not just about fixing machines but also about empowering people.