Simplify the problem as much as possible. This is a sare of additional effort for the customer, who just wants a quick fix to the problem.
Try an all-in-one customer service platform that helps you balance everything your customers need. My hobby: 12 January Winter scenes: 26 January Thanks again for your patience! So how can you turn troubleshooting into a repeatable process and train others on how to do it? Each week, we ask you to send in your pictures on a pleass theme and a selection of these are then published on our In pictures and BBC social media.
Thanks so much for reporting this to us. Jumping on a screen share or using tracking software like FullStory can help gather information much faster than back and forth s, so use all the tools you have available. Can you please start by: Logging out and logging back into your from the Settings. In order to get the customer to agree to walk through the steps and provide you with the right information, there are a few things to keep in mind:.
Handy people — mechanics, carpenters, your friendly neighborhood MacGyver — all have the same ability to troubleshoot. Current themes and deadline. But you also only want to change one thing at a time; this narrows down the scope of what could be wrong. Not only do you need to go through all the steps above, you also need to bring another person along on the journey. If they are still learning, identify resources for them to use when they get stuck on product questions.
Go you! Interpret the theme in any way you see fit and send your pictures to us at yourpics bbc. He has truly perfected the art of troubleshooting, and we appreciate his insights!
If you have any questions then please : viewfinder bbc. Troubleshooting is often trained as either specific steps to fix a specific already discovered problem or not trained at all. And busy.
Sarah Support Wizard. Try to remove any integrations like browser extensionsenvironmental factors, or customizations that might be causing the issue. Try to get back to a known functioning state. That will change how you help your customer through the next few steps. Let me know if this resolves the problem or if you have any questions. This involves asking the right questions, gathering information and context about what they are trying to do, and getting hands on with the product to experience the issue for yourself.
A solution in customer support might involve one or more of the following options:. Trying a different browser. In customer support, investing in better troubleshooting skills pays off in the form of happier customers and more efficient agents.
Document anything that might be helpful for other agents in the same situation, or even share your new knowledge publicly to save time and frustration for other customers. Fortunately, troubleshooting is like any other customer support skill — tekl breaking it down to a repeatable process and through practice, anyone can improve their troubleshooting ability.
Can the agent easily handle how-tos and basic onboarding questions?
I want to get it working in the right browser for you, but this will help me narrow down where the problem is occurring. However, it can be a time-consuming process — which all support teams are so on! You can enter up p,ease three images per theme. They shouldn't be larger than 5Mb and ideally much smaller: around 1Mb is fine, or you can resize your pictures to 1, pixels across and then save as a Jpeg.
Finally, when taking photos, please do not endanger yourself or others, take unnecessary risks or infringe any laws. Getting hands-on and walking through step by ti can often help illuminate the true issue. Pictures should be sent as Jpeg files. Before moving onto the next issue, take time to see if this could be fixed more permanently.
Follow her on Twitter to keep up with her adventures. I understand how frustrating this must be, so bear with me as we walk through some steps to get this fixed together.customer-obsessed readers on our mailing list. These people seem able to fix anything, saving you plewse throwing things out prematurely or paying good money to a professional.
Steve Litt has created a step Universal Troubleshooting Processuseful for solving any problem. This is a much faster training to get agents on the path to success. At first, he ased team members parts of the Just the Facts book from Troubleshooters.
Is there something else to try that can get the same ? Please see our terms and conditions. Asking good questions means probing customers for more information that is going to be helpful in solving the problem.
Do their customer conversations tend to wander off-track or require intervention from other agents? Ineffective troubleshooting often ends up putting the onus of investigation on the customer, asking for more details and tests and information that might not even be relevant to fixing the seeknig. Art Photography. Logs and product usage information can often help more than asking customers what they see.
Being able to fix almost anything, whether support-related or not, is a valuable skill. High-effort situations, like back and forth s, are the leading cause of customer disloyaltyand even if you resolve the issue in the end, customers will remember how frustrating it was to get a resolution. Try out your proposed solution on your own reproduction if possible. Some helpful questions might be:.