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NOVOTS KMS .: 工作心得 .: 技术支持易走进的4个常见误区

技术支持易走进的4个常见误区

给工作在一线的同志们一些小小的帮助,希望这些对大伙有用

Four Common Mistakes Support Professionals Make

1. Recording the incident description as they interpret it - not exactly as the customer described it. This loses context which can impact future incidents, bug tracking, and ultimately additional customers.

 2. Sympathizing with a customer’s issue. This can heighten the customer’s emotional state. It is better to empathize or acknowledge a customer’s emotion—not agree with it.


 3. Failing to search the knowledge base. This leads to inconsistent service and can waste time.


 4. Trying to determine the root cause of a problem during the call. The goal is to get the customer back in business. Leave root cause analysis to the problem management process.

关于第一条建议的理解

我们能做的,就是根据用户说的情况,根据自己的经验,转变成对整个事件的理解。

关于第二条建议的理解

要以用户角度理解问题,但是要理性看待问题,不要影响我们对问题的判断,阻碍问题解决

第三条理解

发现问题,多查知识库,也可以利用到搜索引擎,这样可以快速帮助我们解决问题,而不要一味徘徊在问题上一个人死啃

第四条

可以跟用户说明, 远程到用户的电脑进行处理,或者记录下问题在测试机上做实验,总之一句话,尽量不要影响到用户。


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