I currently work for an IT consultant company dealing with new customers on a daily basis either in person or via telephone. It's real easy to make errors on the telephone when you can't troubleshoot the problem as easy as if you were there in person. Sometimes you'll be walking a customer through a problem before they tell you "Oh, I'm not at my computer", so you've wasted time and have to completely start over at that point. That unfortunately is something common we run into all the time. Another thing we run into is when troubleshooting problems, it seems we may miss the easiest solution by starting with the extreme condition first. This is known for most technicians as stated on the comptia A+ exam. Sometimes we just have to stop and think before we act. In relating this to Module 2 with Human Computer Interaction, you're dealing with customers either remotely, person or on the phone, it's common to make easy mistakes.
Jason
2 comments:
Jason,
Communicating with a frustrated customer over the phone is always a challenge. I once was trying to trouble-shoot a computer problem with a customer over the phone. He kept indicating that his sound card wasn't working. I didn't question him all that much, just told him confidently that I could fix his problem and made arrangements to go out to to his house to fix the sound card. I took my few little tools, and a new sound card with the required software and drivers. Come to find out, when I take a look at the guy's computer, is that the reason the sound card doesn't work is because the computer won't boot!
Learned my lesson about troubleshooting skills on that one!
Lisa
I can relate to Lisa's comment. There were several instances while working as a database manager overseas. People would call saying they couldn't perform certain functions with the database. When I couldn't help them over the phone, I would have to go to their office and assist. I found though, that screen shots helped out a lot when explaining troubleshooting with those having problems.
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