Telling the truth in a support call

One of our Help Desk team members spent more than six hours over two days working with one of our customers on a problem which did not make sense based on the evidence.  The customer’s system had been working fine for several years.  Early this week it stopped working with a most unusual problem.  In a situation like this, where there is no obvious cause, we ask what has changed?  Our customer was emphatic that nothing had changed.  We trusted this and went about trying to diagnose the cause of the problem.  Given their rural location this was a challenge but we put in in the time.  We also brought in our most senior people because the problem as presented did not make sense.

It was only when we discovered that the customer had a local technician in who installed new software, and changed a bunch of settings affecting our software, that we found the cause.  The problem was fixed a couple of minutes after that.

It is frustrating when people say nothing has changed when it has. There is nothing to fear from telling the truth.  Having all the evidence makes it easier to fix a problem.

Losing one of our key support people for more than six hours has a knock-on effect for others in our user community.

Category: Customer Service

One Response to Telling the truth in a support call

  1. Michael

    I can see it being frustrating for a software company but until someone comes up with the “human error key” on the keyboard it’ll still happen.

    I installed Google Earth and then couldn’t get access to the net. After getting someone in who asked “What had changed”? I said I installed Google Earth.

    I forgot to mention I installed it in a thunder storm, in which the power browned out, tripping the gateway.

    What do you do ?

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