How to Help the Help Desk Help You
“A problem well put is half solved.” -John Dewey, American philosopher & psychologist
When we get a request for help at support, the first thing we do is define the issue or problem. In this crucial step, the customer can be most helpful.
Or not.
Let’s look at two emails about the same issue.
Email 1:
Your &*(())&%$#$^ system isn’t working!!! FIX IT!!!
Email 2:
Hi, I’m having an issue with Market Inventory. When I log in (MaryJane’s Happy Cars) using IE 8.0, I can see some of my inventory in Standard view, but I seem to be missing some units. The filter on the left side shows the correct number of vehicles but that is not what is being displayed. I have attached a screenshot. You can reach me at the following phone #111-222-3333 until 2pm.
Which do you think will be solved first?
Who would you want to help first?
Fortunately, you don’t need to be a master of charm to get your technical issues solved quickly and efficiently. For the fastest service, please be sure to include the following in your email:
- A detailed description of the problem and anything you’ve done to try to fix it so far
- Where you are in the program
- Which web browser you’re using (e.g. Internet Explorer 8.0, Chrome, Firefox, etc.)
- A screenshot (if possible)
- The best time to contact you
Help Us Help You
Once you’re in this collaborative problem-solving mindset, the rest is just common sense.
If the issue concerns a specific vehicle, please include the stock number. If you are concerned about a vehicle being incorrectly priced, please let us know what the correct price should be, as well as the incorrect price showing.
As the French proverb goes: You are never better served than by yourself. Therefore, the more information the client shares with the help desk, the better the client will be served. The faster we can get firsthand knowledge about what is happening, the faster we can find a solution to the issue.
