Week 6: Troubleshooting
Final Week in the Course Congratulations! You’ve made it through and have come to this last module that will focus on the all-important troubleshooting and customer support. We’ll take a look at real-world examples of problems typically experienced in Help Desk or Desktop Support positions. You will understand that empathy is one of the essential keys when relating to users in any technical support roles. Moreover, documentation, which as a part of your communication ability, is an important skill you must acquire, will also be discussed in this last module.
By the end of this module, you will be equipped to use techniques for troubleshooting, apply soft skills in improving customer service, and value documentation in IT communications.
Learning Goals
- Identify and implement effective troubleshooting methods.
- Demonstrate both empathy with users and the deployment of soft skills for a superior customer services experience.
- Recognize the role of documentation in IT positions.
PRACTICE QUIZ: TROUBLESHOOTING BEST PRACTICES
1. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t access their online bank account. Choose the best response.
- Please restart your computer.
- Let’s try to test this by logging in on my computer.
- It might be the Internet. Make sure you’re connected to a network first.
- Can you explain to me in detail what you mean by not being able to access your online bank account? What specific part doesn’t work? (CORRECT)
Great job! Do not be too fast to come to a conclusion when faced with a problem. Start with questions: What could it possibly be? Could it be something very basic, like a typing error in the log-in, bad network connectivity, or server errors at the bank side? Asking questions will help identify the root cause accurately. More on this same note would chase it down beyond just collecting from within a sample before deciding on a solution!
2. Which of these is system software? Check all that apply.
- Wipe and format the machine from scratch.
- Ask more questions.
- Restart the computer. It could be a weird Internet issue.
- Isolate the problem to either the computer or the network. (CORRECT)
Great job! Since you now have the information that is required concerning the issue, the next thing to do is to identify its cause. There are two primary causes: either the problem originates from the computer or the network. For testing the network, check whether anyone else can connect. If so, the problem resides with the computer; if not, it is likely due to the network itself. This method refines the possible causes of the problem and directs you to the right solution.
3. Scenario: You’re working in an IT Support position and a user comes to you and says they can’t login to their computer. Choose the best response.
- Ask the user, “when was the last time you were able to login? What has changed since then?” (CORRECT)
- Restart the computer. It could be a weird login issue.
- Check the network device they’re connected to.
- Check if the user has their caps lock enabled.
Great job! The comment should be so; it is something like this: Remember to ask those open questions regarding the events that have been. Contextualize any of the very recent changes or incidents to get the most accurate cause of the issue in order to provide an appropriate solution.
4. Scenario: You’re working with a computer that doesn’t run your newly installed software correctly. You’ve already asked the right questions, but you can’t seem to isolate the problem to anything specific. Which of the following responses is the next best step to take?
- Wipe the computer and format it from scratch, which will take a few hours.
- Restart the computer. It could be an issue of the software installation needing a reboot, restarting takes about 2 minutes. (CORRECT)
- Run diagnostic tools, which will take about an hour.
- Reinstall the software again, which will take about 15 minutes.
Great job! Sometimes it requires a reboot for the software to finish installing. Such a scenario might also be remedied in the shortest time possible by rebooting the whole system, as this might solve problems during installation.
PRACTICE QUIZ: UNGRADED PLUGIN: CUSTOMER SERVICE
1. Customer Service
You are taking on the role of an IT professional in four different scenarios. Use your best judgement to solve problems presented by users in this choose-your-own-path exercise.
Executive Talking Over You
A user calls in and states that they’re a director, and they need some software installed immediately. You explain that this hasn’t been checked for malicious software yet and could infect his computer. While you can perform this check for him, it will take a little time. The users cuts you off, raising his voice and demanding you do it!
Multiple Choice Options
What would you do?
- A. Talk over the director, since he’ll hear you eventually.
- B. Pause and stay silent about 10 seconds, after he’s done talking, and then respond. (CORRECT)
- C. Do what he asks, since he’s a director.
B. Ten seconds of pausing and silence following a person’s speech allows complete absorption of the information and a little space for the other person to reflect. This technique sometimes results in more considered responses and demonstrates active listening.
2. Customer Chat
Name: Ali Ababwa
Customer number: 1434216
Issue: I can’t get my photos and files off my computer, HELP!
Machine: Windows 10
Chat log:
Tech: Hi Ali, how are you today? It looks like you’re having issues accessing your photos and data. Can you give me more details?
User: I’m awful ;( I have a presentation in an hour and all of my photos and files are gone! Please transfer them to a new machine ASAP.
Tech: I’m so sorry to hear that! I will do everything I can to help you. When did this happen? What are you trying to do to retrieve them?
User: My computer fell in the pool at my hotel, and now it won’t turn on.
Multiple Choice Options
What would you do?
- A. Empathize with the user, and kindly let him know that there’s nothing you can do to help him.
- B. Show concern, then ask if he has backups to the cloud setup. (CORRECT)
- C. Laugh, and let him know that there’s nothing you can do at this point. His computer is toast.
B. Example of sentence for expressing concern:- “I can only imagine how frustrating this situation must be:”-“There are back-ups, therefore, in principle, would you have backups of the cloud setup?”-this signifies to be empathetic to the concern while addressing the crucial next step of problem-solving.
Tech: Oh my, that isn’t good! Have you saved your files to another medium, like a hard drive or a USB drive? Or perhaps you used a program that saves things to the cloud?
User: Ugh, no. If I had done these things, do you think I’d be so upset! Can you or can you not retrieve my files?
Tech: I understand that you’re upset. I’m looking at all of your options to see what we can do to fix this. The computer is dead if it went into the pool, so we need to see what our other options are.
User: This is ridiculous! Why do I pay for tech support if you can’t support me?
Multiple Choice Options
What would you do?
- A. Hang up the phone. He’s being rude, and you don’t need to deal with that.
- B. Ask Ali if he emailed the presentation to any of his co-workers, and remind him that you’re here to help. (CORRECT)
You Chose:
B. “Ali, have you already e-mailed that presentation to some of your colleagues? Remember that I am here to help; let me know how I can assist you in sorting this out.” This is a supportive inquiry eliciting a necessary reply.
Excellent! All it takes is a little patience when someone is upset; probably, they are under pressure. They need alternatives to show them that you are on their side. You should draw the lines to avoid verbal abuse. Be clear with your manager what is ‘not acceptable’ behavior so that you can still help that user in a respectful and professional way.
Name: Yuki Saitō
Customer number: 674213
Issue: I need more bandwidth
Chat log:
Mia: Hi Yuki, how are you today? I see that you are concerned about needing more bandwidth. I’d be happy to help.
Yuki: Thanks, I really need it!
Multiple Choice Options
What do you do next?
- A. Give the user what they want! Increase their bandwidth and move on to the next call.
- B. Ask why they feel they need the bandwidth.
- C. Tell the user that you have no control over their bandwidth, and politely close the chat.
- D. Ask them what they mean by “bandwidth.” (CORRECT)
D. Ask them what they mean by “bandwidth.”
Wonderful! Well, a person tends to confuse technical terms. Have an eye for ensuring that the user is lined up with your on the same page. Clarify what exactly is meant, ask questions, or probe further. These would then help you bring out the correct assistance and eliminate misunderstanding.
Mia: Can I ask what you mean by “bandwidth?”
Yuki: I mean that everytime I try to use my computer after lunch, it’s incredibly slow. I think I’m using all the bandwidth in the morning.
Multiple Choice Options
What do you do next?
- A. Tell the user that they’re crazy, and that bandwidth has nothing to do with their issue.
- B. Ask more questions about what programs they’re using. (CORRECT)
- C. Suggest the user reboot his machine when this happens.
- D. Ask if this happens for the rest of the day, or just a period of the day?
You Chose:
B. Ask more questions about what programs they’re using.
Great job! Both B and D are correct; D, however, indicates some recognition of the finer points of the user’s description. For example, the fact that the user noted the problem happens always after lunch is an important clue. Noting the time and the program being used modes out most likely help to identify the problem accurately and even reveal a pattern that resolves the issue.
From the user:
My machine is saying I have to reboot, but this is silly. I have a ton of processes running, I don’t want to have to reload everything. This is a waste of time. I’ve included a screenshot of the message. Please advise.
-Aditya
From the tech:
Hi Aditya,
(1) Thanks for contacting support.
(2) Please restart the computer, there are no other options in this case.
(3) Regards,
-Amelia
Multiple Choice Options
1) What could Amelia have done better in the intro of this email?
- A. Her response is fine.
- B. Thanks for contacting support. I see that you’re concerned about rebooting your machine. (CORRECT)
- C. Skip the intro; it’s a waste of time.
- D. I see that you’re concerned about rebooting your machine.
You Chose: B. Thanks for getting in touch with support. I understand that you’re worried about rebooting your machine. Let me guide you through the process and let you know why it’s sometimes necessary to fix the issue.
Woohoo! Uh, thanks for that information as it does help in understanding the problem. Just to make sure we’re both on the same page, let me clarify: [restate the problem]. Is that correct? This way, we can move forward with the best solution.
Multiple Choice Options
2) What could Amelia have done better in the probing of this email?
- A. I looked into the screenshot you provided, and it appears that the reboot is due to a new program you installed. In order for the program to run, a reboot has to be done.
- B. Keep the current response.
- C. Based on the screenshot you provided, it looks like you received the reboot prompt because a new program was installed. In order for the program to start working, you’ll need to reboot your machine. Is it possible to save your commands beforehand, so that you can get to them again? (CORRECT)
- D. When installing programs, you need to reboot your machine.
You Chose:
C. If one is to go by the screenshot you have provided, it shows that this reboot prompt is the result of installing a new program. For it to function correctly, you’d have to reboot your machine. Are you able to store your commands ahead of time after which you can easily call them up post reboot?
Thank you! Not only does it acknowledge the information provided by the user, explain the user’s necessity of rebooting, but it also offers them an alternative solution that proves to be very attentive and a solution to their concern. Being able to showcase that one is attentive to resolving an issue while keeping the user in consideration. Well done!
Multiple Choice Options
3) What could Amelia have done better in the closing of this email?
- A. It was a pleasure working with you. Regards,
- B. Keep the current closing.
- C. Please let me know if there is anything further that I can help you with. Regards,
- D. If this doesn’t work, or you have any questions, please let me know. Regards, (CORRECT)
You Chose:
D. If this doesn’t work, or you have any questions, please let me know. Regards,
By neatly showing the upcoming steps and inviting another round for conversation, you maintains an open line of communication that allows one to feel support all through the process. This makes for favorable experiences and guarantees that one knows that he/she can reach out when needed for anything more. Excellent!
PRACTICE QUIZ: CUSTOMER SERVICE
1. You’re doing desktop support and the company policy is that you can only help with company equipment. A user walks in:
Tech: Hi there, how can I help you?
User: My computer is really slow and I can barely use it. Can you help me figure out what’s wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured you’re good with computers and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it’s too slow for her to get anything done.
What would you do?
- Tell him you can’t help him and suggest that he go to a local tech store for help.
- Politely tell him that it’s against the company policy, and you can’t help him.
- Explain why you can’t troubleshoot the issue, per the company policy. But give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them. (CORRECT)
- Forget about that pesky policy and help him! His poor daughter needs to finish her assignment!
You got it! Definitely! By setting out clear expectations and giving some definite pointers to someone who genuinely cares about helping solve their problem that may be beyond immediate care, you’re showing empathy to some extent, but it also reassures the user that you’re still there to help.
2. Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn’t have to be done through your company account. However, you must see the person “live” (not through a picture), so that you can match them to their photo before resetting their account.
Scenario: Phone call
Anastasia: Thanks for calling. My name is Anastasia. How can I help you?
Ling: Hi, Anastasia. This is Ling. I need to reset my account password.
Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?
Ling: I can’t get into my work account. That’s why I’m calling.
What would you do in this situation? Check all that apply.
- Ask the user if they have a personal account to use for Skype. (CORRECT)
- Kindly tell them that they will have to wait until the next day to meet with someone live.
- Offer to set up a video call through Skype, Facetime, or Hangouts. (CORRECT)
- Suggest that the user does a video call with you through their phone. (CORRECT)
Great job! Without doubt! Getting out of the box is the essential difference between creative solutions and the other kinds. Another viable alternative could be to suggest other places with free Wi-Fi like a local library or an internet cafe of the user has access issues in setting up the call. That leaves options open and shows you want to get them through the issue.
3. A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time?
How would you respond to the user?
- Kindly ask the user to stop asking questions, since you’re trying to solve their problem.
- Stop what you’re doing and explain to the user that passwords should have numbers and symbols for security purposes, and that this is more important than productivity.
- Let the user know that you’re working on their issue and will be sure to answer all of their questions once you’re done. (CORRECT)
- Ignore the user and keep working on resetting the password so that you don’t lose your place.
Great job! This message is clear! You have listened to the user’s questions and you set a clear agenda for both you and the user to remain on the same page of what needs addressing. It helps set expectations of what will be coming out of the discussion, maintaining the focus of conversation productive. It also shows the user that you are organized and in control, and it will help build trust and confidence in your support.
4. A user walks in to get IT support. The IT Support Specialist is a female. The user is male. There’s also a male IT Support Specialist in the room. The user explains to the IT Support Specialist that his co-worker is on leave and he needs to access her files. The female technician attempts to explain the policy, which doesn’t allow for this, given security issues. The male user demands to speak with the male IT Support Specialist to reach a solution.
If you were the male technician in this situation, what would you do?
- Tell the user that there is no difference in knowledge and understanding between you and your co-worker. (CORRECT)
- After the user has left, see how the female tech is doing and give her tips on how to deal with similar situations in the future.
- Step in and answer the user’s question.
- Ignore it.
Great job! because they might be undermined at any time about their support or about what they might say or do. Under those cases, being self-advocating is not always an option for the member of staff, and as a colleague, giving them support adds to the direction of working together while helping to streamline the overall work dynamic in an organization.