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What are some questions you would ask the user to help you to difine his problem?

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Question ajoutée par Esam Almalki , IT Service Desk Manager , JAL
Date de publication: 2017/03/02
Anand  Jesuraja Justin
par Anand Jesuraja Justin , Technical support engineer , NAFFCO FZCO-

I would like asking questions like

1.When its not working ?

2.Did you modify anything yourself ?

3.Do you facing the issue before?

 

 

John Mories Macalinao
par John Mories Macalinao , Housekeeper , HRH King Salman bin Abdullaziz Palace

I would first determine whether his problem is hardware or software. From then we can continue on figuring how we can solve the problem or irregularities he is experiencing.

Joe Seychell
par Joe Seychell , head of IT , Pinnacle Investment

thanks for invite  - I agree with  Anand Justin 

Bassam Ali Mohammed Al-mamari
par Bassam Ali Mohammed Al-mamari , مساعد الرصد والتقييم , برودحي سيستمز

I agree with all answers given by experts

Anas kunnathiyil
par Anas kunnathiyil , IT Manager , AlQalam Group

  1. what is the problem ?
  2. when it start ?
  3. what is the last change you made?
  4. did you ever face this issue before or this is first time ?
  5. did you find any abnormal behavior to it ? 
  6. did any others  faces the same issue ?
  7. can you show me the instant again 

Ahmad Samir
par Ahmad Samir , Director , Telecom

Hello, I would prefer the japanese approach of the five whys, its a breakdown of why questions till you reach the root cause of the problem or the precise problem identification.

mike angelo basaysay
par mike angelo basaysay , System Engineer ,  Salam Technology

1. when its happen.

2. what action/thing you doing before its happen.

3.. what functionalities is been affected.

4. what you did after its happen.

 

Carlo Benz Diaz
par Carlo Benz Diaz , Document Controller , SK Engineering & Construction

to define the customers problem,  you need to use clarifying questions, these questions should start with what, where, when, who, why, how etc..etc..sometimes there are problems or issues that is very difficult or complicated to pin point, in this scenarios you need to start using probing questions, these type of questions are used to draw more information that you weren't able to attain in the clarifying stage and also by doing this,  you ensures the customer that you accurately understand his/her problem and already have a pin point idea what problem he/she is facing. Once everything is set and served you start asking leading questions, these are closing question to simply refresh the customer that this is the problem He/She is facing and the solution for the matter were He/She completely understand, validates (the fix option He/She chooses)  and acknowledge it. After all this you must conclude and provide the customer the prefect solution to his/her problem. 

 

 

 

 

 

VIKASH GUPTA
par VIKASH GUPTA , U2 Advisor , Tech Mahindra

Thanks for the invite .......

Questions that I ask depends on customer, as some customer who already are tech savy answers most of the question even before its asked while some who barely understand technology and does not know what he/she is talking about, there are different question to clear our understanding that we need to ask .

However, some of the questions are:-

1) Have you faced a similar situation before ( if yes than user start speaking about it and we get lot of insight on the issue ).

2) could you be more precise as to what is the problem that you are facing and also let me know the error messages that you are getting as a pop up on the screen. 

3) Since how long are you facing the same issue .

4) have you made any changes to the physical setup of the device after which you started facing the issue .

5) Make and model number of the device.

 

and so on and so forth till we get all that we require to move forward to troubleshooting.

 

 

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