After reading an article this morning written by Vivek Bhaskaran in the TechNet Magazine, I am reminded of how I attempt to approach a computer user and their computer issue. The rules I attempt to follow are listed below.
1. The “Most” important user that you will ever deal with, is the one that you are helping at the present moment. Regardless of title or status within the organization. Treat them as such!
2. A support person is like a doctor. Probing the situation through asking the right questions no matter how simple. The user knows they have a problem, but most of the time the facts that they are presenting to you as the problem is not the actual problem but the results of the actual problem. Let them talk, but not ramble, gently steer them where they really need to get to in order to find the actual problem.
3. If you do not know the answer, “Admit to it”. Assure the user that you will find the answer and get back to them as soon as possible.
4. Understand your Users! If you are going to serve them you MUST know them. Each one has a different personality and skill level. What would be a panic situation for one will be a “when you get to it” situation for another. This will go a long way to helping you serve them well and maintaining your sanity.