Effective Troubleshooting

Even though questioning starts during the stage just prior to resolution, it continues through resolution also. Both open ended and close ended questions are used to validate, collect and confirm information. Along with these questions an agent may need to describe, explain, instruct, direct and visually confirm to guide a customer through resolution.

Descriptions: explanations of what a particular object looks like

Example: IDE cable is a flat white colour wire with red colour stripes on it.

The internet explorer icon looks like a blue ‘e’.

Descriptions and Directions go together. You have to first tell the customer where he has to look (direction) and then tell him what to look for.

Example: On the top of the screen, do you see a button labeled refresh?
At the bottom of the screen, do you see the start button?

After visually confirming that the customer has located what he needs to look for, the agent gives Instructions.

Example: Agent: "On the bottom of the screen, do you see the Finish button?"
Customer: "Yes"
Agent: "Click on it please!"


Different types of Instructions given whilst troubleshooting:

EXAMPLE:

Typing commands – These types of instructions should be given slowly so that the customer has the time to type the 'command' in the keyboard.


Instructions where the customer needs to use the mouse or keyboard. The agent has to give instructions one by one:
E.g. "Go to Start" pause until the customer finds the start button. Then give the 2nd instruction, "Select Run", again wait until the customer does that. Then give the next command, "Type in _____". There are several other commands such as right click, click, hit enter, press, check, uncheck....etc.


Instructions where a physical activity needs to be done, wait till the customer executes the instruction.
E.g. Connecting and disconnecting cables;Opening the side panels of the tower; Installing software using CDs


Instructions for checking resolution, wait till the customer sounds convinced that the issue has been resolved. Do not hurry closing the call.
E.g. "Try going online".