Final Steps To Be Successful Troubleshooting
There is often the temptation to fix the problem and leave. However, if a network user reported the problem they will appreciate knowing what happened. This will encourage them to report similar situations in the future, which will improve the performance of your network. Another reason for feedback is that if the user could have done something to correct or avoid the issue, it may reduce the number of future network problems.
A good working relationship between network support staff and the user community can significantly enhance your ability to keep the network running smoothly. Failure to take users seriously, or making unprofessional and condescending remarks can cause adversarial relations to develop, and can undermine your ability to do your job.
There is also a saying that 75% of fixing a problem is “fixing the user.” If the user does not agree that the problem has been taken to its conclusion (whether the problem has been corrected, or you have explained to the user’s satisfaction that a fix is impossible for the following technical, financial, or political reasons…), then you have not ended this support issue.
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