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Joined 1 year ago
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Cake day: July 7th, 2023

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  • As an IT director, I encourage my techs first action to be to connect to the clients machine and ask them to “show me what’s happening.” Then they aren’t to interrupt the user until they complete their explanation except to ask for clarification.

    You can see all the steps leading up to the error, the users workflow, typically the desired end result, and the error message.

    You also are building rapport with the user making them feel listened to. Far too often I see techs assume something else is the issue, “fix” that, call it done and the user gets frustrated.

    Even if you can’t fix it, like so many user issues, at the very least the support experience is a positive one for the end users. Sometimes it’s just that a specific preference isn’t in an applications options or they need to change a step in their workflow. But at least the end users was listened to and their experience and frustration was validated.

    If you have metrics or surveys, it’s always interesting to hear a user write in that the issue was not resolved, but they were extremely satisfied.


  • I completely agree.

    Back when I was taking GEs I had an ancient history class that I just couldn’t get. One visit to the professors office hours and he basically guaranteed me a decent passing grade as long as I did the final essay.

    His job was to teach and help students pass. He knew his subject wasn’t everyone’s passion and was super chill about it.

    One caveat of this, is in my experience it was younger TAs running 100 level classes that were the strictest. They for whatever reason didn’t have the experience or self-awareness to know that their teaching method didn’t align with every student.