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.