I’ve had many experiences where the customer was at their wit’s end, and I was sent in to speak to them and figure out what their issue was, listen to what they need, and either deliver a resolution, or escalate the issue to someone who knows the resolution. A good technician will inquire, search, and try to re-create the issue that the end user is having. ‘
Quite often, when a technician sits down and finds out what steps the customer is doing, they get a clear understanding of what is going on. I can’t begin to tell you how many times I’ve discovered that the customer doesn’t describe the problem correctly, and the fix is much simpler than you think! (“Have you tried turning it off and on again?” – Roy, IT crowd) This job and the experience of dealing with end users definitely teaches one patience and understanding and the importance of taking a logical, step by step approach to the analysis of a problem.
Stay tuned for more articles “from the trenches”!