techintelligence
How to do proper problem determination
Filed in archive Consultancy by S.M. Schrama on April 3, 2007
meeting room.jpeg
You have probably all been in this situation : A customer complaints that 'something is wrong'. The result is mostly the same : The customer is unhappy and feels if it has remotely something to do with a computer, it's an IT problem and you can solve it.


So how do you tackle this ? Well, you need to do proper problem determination. How ? Here's a few easy steps you can use.
  • First of all, organize a meeting.

  • Don't wait for the customer to do that - it will make him/her feel he/she has to take initiative.

  • Ask all questions you can come up with in the meeting.

  • Make sure the customer feels taken seriously (this will ease the pain and make you less hated) and it will result in a good ad clear report of the meeting.

  • As soon as possible, report on the meeting, send the report to all parties involved and make it short and clear.

  • This will give everyone the idea you have a good understanding of the problem and buy you credit.

  • Analyze everything the customer has explained and determine what IT components could be involved.

  • Go get those favors from people in other teams and ask their advice - could the problem be related to their IT department ?

  • As soon as you have ideas, set up a meeting where you try and get agreements on tests.

  • Make the changes and have the customer check to see if it has solved his/her problem.





    This is the best way to drill down to a problem. Without good reports, a clear understanding of the problem and possible causes, you will not easily find the customer's problem. You could loose your credit with the customer and even loose the account.



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Permalink: How to do proper problem determination
Tags: solve  analyze  analyse  problem  determination  customer  account  meeting  report  trust  it  department  cons 
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