1. Chapter 6: Solving and Preventing Problems
A Guide to Customer Service Skills for the Help Desk Professional
Second Edition

2. Objectives Use proven techniques to methodically solve problems
Learn how to take ownership of ongoing problems and keep customers and management informed about the status of problem resolution activities
Learn ways to manage your workload and maintain a positive working relationship with other support groups
Understand the importance of focusing on problem prevention
A Guide to Customer Service Skills for the Help Desk Professional, 2e

3. How to Solve Problems Methodically
A high percentage of problems are recurring
Plenty of information is available for finding solutions to problems
As a help desk analyst, you can:
Draw from your experience
Access available knowledge bases
Use tools
Engage other analysts or level two service providers
A Guide to Customer Service Skills for the Help Desk Professional, 2e

4. Solving and Preventing Problems
Problem - An event that disrupts service or prevents access to products
Common problems include a broken device, an error message, a system outage
Solving problems efficiently and effectively requires a methodical approach, or process
Problem solving is a skill that you can improve with practice
A Guide to Customer Service Skills for the Help Desk Professional, 2e

5. The Problem Management Process
Process - A collection of interrelated work activities - or tasks - that take a set of specific inputs and produce a set of specific outputs
Procedure - A step-by-step, detailed set of instructions that describes how to perform the tasks in a process
Flow chart - A diagram that shows the sequence of tasks that occur in a process
A Guide to Customer Service Skills for the Help Desk Professional, 2e

6. The Problem Management Process (continued)
A Guide to Customer Service Skills for the Help Desk Professional, 2e

7. The Problem Management Process (continued)
Problem management - The process of tracking and resolving problems
Symptom - A sign or indication that a problem has occurred
Probable source - The system, network, or product that is most likely causing the problem
Root cause - The most basic reason for an undesirable condition or problem, which, if eliminated or corrected, would prevent the problem from existing or occurring
A Guide to Customer Service Skills for the Help Desk Professional, 2e

8. The Problem Management Process (continued)
A Guide to Customer Service Skills for the Help Desk Professional, 2e

9. The Problem Management Process (continued)
Problem management (also called incident management) includes answering questions and inquiries
Problems, questions, and inquiries represent varying degrees of impact and speak differently to product and company performance
Distinguishing between them enables companies to:
Determine which types of contacts are most common
Put in place processes and technologies for resolving each type of contact in the most efficient, cost-effective way possible
A Guide to Customer Service Skills for the Help Desk Professional, 2e

10. The Problem Management Process (continued)
Request - A customer order to obtain a new product or service, or an enhancement to an existing product or service
Trend analysis - A methodical way of determining and, when possible, forecasting, service trends
Root cause analysis - A methodical way of determining the root cause of problems
A Guide to Customer Service Skills for the Help Desk Professional, 2e

11. The Problem Management Process (continued)
The problem management process describes the overall approach to be used when handling problems within a company
Analysts need problem-solving skills to handle each problem
Basic step to follow when solving problems:
1. Gather all available data and create information
2. Diagnose the problem
3. Develop a course of action
A Guide to Customer Service Skills for the Help Desk Professional, 2e

12. Step 1: Gather All Data Needed to Create Information
Data must be logged accurately and completely
Data is used by managers, other help desk analysts, level two service providers, and customers
Data is used to:
Create the information needed to justify resources
Increase customer satisfaction
Enhance productivity
Improve the quality of products and services
Deliver services more efficiently and effectively
Create new products and services
A Guide to Customer Service Skills for the Help Desk Professional, 2e

13. Step 1: Gather All Data Needed to Create Information (continued)
Customer data - Identifying details about a customer, including name, telephone number, department or company name, address or location, customer number, and employee number or user ID
Customer record - All of the data and text fields that describe a single customer
Record - A collection of related fields
Problem data - The details of a single problem
Problem record - All of the fields that describe a single problem
A Guide to Customer Service Skills for the Help Desk Professional, 2e

14. Step 1: Gather All Data Needed to Create Information (continued)
Customer records are linked to problem records by a unique key field, such as customer name
Many help desks capture two types of problem descriptions
Short problem description – A succinct description of the actual results a customer is experiencing (sometimes called a problem statement)
Detailed problem description – A comprehensive accounting of the problem and the circumstances surrounding its occurrence
A Guide to Customer Service Skills for the Help Desk Professional, 2e

15. Step 1: Gather All Data Needed to Create Information (continued)
The detail problem description includes:
The result the customer expects
The actual result the customer is experiencing
Steps the customer took to get the results
The history or pattern of the problem
Does the problem occur every time the customer performs this step?
Does the problem only occur in certain circumstances? What are those circumstances?
Does the problem only occur intermittently? Under what conditions?
Whether the problem is part of a larger problem
A Guide to Customer Service Skills for the Help Desk Professional, 2e

16. Step 2: Diagnose the Problem
When diagnosing a problem, you are trying to determine:
The probable source of the problem
Ultimately, its root cause
Determining the probable source can be difficult when dealing with complex technology
A Guide to Customer Service Skills for the Help Desk Professional, 2e

17. Step 2: Diagnose the Problem (continued)
A Guide to Customer Service Skills for the Help Desk Professional, 2e

18. Asking Questions
Techniques that are used to diagnose problems include:
Asking questions
Simulating the customer’s actions
Using diagnostic tools
When asking questions:
Listen actively
Make sure your questions are appropriate to the customer’s communication style
A Guide to Customer Service Skills for the Help Desk Professional, 2e

19. Asking Questions (continued)
Condition your mind to run through problem-solving questions as the customer is relaying information
Basic questions can help you isolate the probable source
A Guide to Customer Service Skills for the Help Desk Professional, 2e

20. Asking Questions (continued)
Problem-solving checklists may provide questions more specific to the actual problem
Simple questions often reap the most information
A Guide to Customer Service Skills for the Help Desk Professional, 2e

21. Simulating the Customer’s Actions
Some help desks:
Provide analysts access to the systems or software packages that customers are using
Have lab areas where analysts can access systems that match customers’ hardware and software configurations
Analysts use these systems to simulate a customer’s actions
The usefulness of this technique depends on:
The access that analysts have
The policies of the company
A Guide to Customer Service Skills for the Help Desk Professional, 2e

22. Simulating the Customer’s Actions (continued)
Some companies have strict standards that determine what technologies customers use
The help desk is often involved in developing technology standards
Without standards, customers may install equipment or software without the help desk’s knowledge
As a result, the help desk cannot simulate problems
When technology standards exist, whether and how strictly those standards are enforced will vary from one company to the next
A Guide to Customer Service Skills for the Help Desk Professional, 2e

23. Simulating the Customer’s Actions (continued)
Benefits of establishing standards include:
A less complex environment
Improved ability to share data and exchange information
Effective training programs can be developed
Proactive support can be provided
Costs are controlled
The company is positioned to take advantage of state-of-the-art technology
A Guide to Customer Service Skills for the Help Desk Professional, 2e

24. Using Diagnostic Tools
Remote control system - A technology that enables an analyst to take over a customer’s keyboard, screen, mouse, or other connected device in order to troubleshoot problems
Newer hardware and software systems have built-in diagnostic tools
Using these tools may not always be an option
Take the time needed to fully diagnose the problem and identify the correct probable source
When an incorrect probable source is identified, you can waste time developing a course of action that will not permanently solve the problem
A Guide to Customer Service Skills for the Help Desk Professional, 2e

25. Step 3: Develop a Course of Action
To develop a course of action:
Consult printed resources, online resources, coworkers, subject matter experts, or the team leader
Determine if a workaround is available
Escalate the problem to the correct level two service provider or subject matter expert
Search a knowledge base
Search the incident tracking or problem management system
Use personal knowledge
Use tools
A Guide to Customer Service Skills for the Help Desk Professional, 2e

26. Step 3: Develop a Course of Action (continued)
Review the course of action with the customer
Ensure the customer understands it and the time frame within which it will be executed
Let the customer know if the course of action or the time frame is dictated by an SLA
If the customer is dissatisfied, determine the customer’s preference and, if possible, accommodate that preference
Or, determine if there is an alternate course of action that will satisfy the customer’s immediate need
Record the customer’s preference in the ticket and when necessary, bring the problem to management’s attention
A Guide to Customer Service Skills for the Help Desk Professional, 2e

27. Knowing When to Engage Additional Resources
Most help desks strive to solve as many problems as possible at level one
First, use resources such as online help, product and procedure manuals, or a knowledge base
If unsuccessful, turn to a coworker or level two service provider for help
Target escalation time - A time constraint placed on each level that ensures problem resolution activities are proceeding at an appropriate pace
A Guide to Customer Service Skills for the Help Desk Professional, 2e

28. Knowing When to Engage Additional Resources (continued)
Consider the following as the target escalation time approaches:
Do I have sufficient information to clearly state the problem?
Have I determined the probable source of the problem?
Have I gathered the information that is required by level two?
What is the problem severity?
A Guide to Customer Service Skills for the Help Desk Professional, 2e

29. Taking Ownership
When a problem cannot be solved immediately, customers expect someone to take responsibility for ensuring it is resolved in the time frame promised
Problem owner - An employee of the support organization who acts as a customer advocate and ensures a problem is resolved to the customer’s satisfaction
The customer shouldn’t have to initiate another call
In many companies, the person who initially logs the problem is the owner
A Guide to Customer Service Skills for the Help Desk Professional, 2e

30. Taking Ownership (continued)
A Guide to Customer Service Skills for the Help Desk Professional, 2e

31. Problem Owner Responsibilities
Tracks the current status of the problem
Proactively provides the customer regular and timely status updates
When possible, identifies related problems
Ensures that problems are assigned correctly
Ensures that appropriate notification activities occur
Ensures that all problem-solving activities are documented and the customer is satisfied with resolution
Closes the problem ticket
A Guide to Customer Service Skills for the Help Desk Professional, 2e

32. Problem Owner Responsibilities (continued)
Analysts sometimes share ownership by:
Helping other owners when they can
Updating a ticket if a customer contacts the help desk to provide additional information
Updating a ticket if a customer contacts the help desk for an up-to-date status
Negotiating a transfer of ownership for any outstanding tickets if the analyst is going to be out of the office for an extended time
A Guide to Customer Service Skills for the Help Desk Professional, 2e

33. Providing Status Updates to Customers and Management
Notification – An activity that informs all of the stakeholders in the problem management process about the status of outstanding problems
Notification can occur when:
A problem is reported or escalated
A problem has exceeded a predefined threshold
A problem is resolved
A Guide to Customer Service Skills for the Help Desk Professional, 2e

34. Providing Status Updates to Customers and Management (continued)
Management notification is appropriate when:
The problem is extremely severe
The target resolution time has been or is about to be reached
Required resources are not available to determine or implement a solution
The customer expresses dissatisfaction
A Guide to Customer Service Skills for the Help Desk Professional, 2e

35. Providing Status Updates to Customers and Management (continued)
Management notification ensures that:
Management knows the current status of problems that are in an exception state
Management has the information needed to oversee problems that involve multiple support groups
Management has sufficient information to make decisions, follow up with the customer, or call in other management
Management actions are recorded in the problem record so that everyone affected knows what decisions management has made or what steps they have taken
A Guide to Customer Service Skills for the Help Desk Professional, 2e

36. Providing Status Updates to Customers and Management (continued)
Customer notification is appropriate when:
The analyst has told the customer they will provide a status at a given time, even if there has been no change in the problem’s status
The target resolution time will not be met
Customer resources are required to implement a solution
The problem has a high severity and justifies frequent status updates
The customer was dissatisfied with earlier solutions
A Guide to Customer Service Skills for the Help Desk Professional, 2e

37. Providing Status Updates to Customers and Management (continued)
Customer notification ensures that:
The customer knows the current status of the problem
Customer comments or concerns are recorded in the problem record and addressed
A Guide to Customer Service Skills for the Help Desk Professional, 2e

38. Providing Status Updates to Customers and Management (continued)
Help desks add value by:
(1) Making it easy for customers to report problems
(2) Delivering solutions
(3) Taking ownership and ensuring that problems that cannot be resolved immediately are addressed in the required time frame
Even bad news is better than no news
A Guide to Customer Service Skills for the Help Desk Professional, 2e

39. Providing Status Updates to Customers and Management (continued)
The help desk can notify management, customers, and others by:
Telephone, in person, with an or instant message
Through a paging device, automatically via the incident tracking and problem management system
How notification occurs and who is notified varies based on conditions such as:
The severity of the problem
Who is affected by the problem
When the problem occurs
A Guide to Customer Service Skills for the Help Desk Professional, 2e

40. Providing Status Updates to Customers and Management (continued)
Closeup - Levels of learning:
Unconscious incompetence
Customers typically cannot articulate their problem
Conscious incompetence
Customers know what they don’t know
Conscious competence
Customers use correct terminology and clearly and correctly articulate the problem
Unconscious competence
Known as “power users.” Customers feel they know more than analysts and resent being asked “basic” questions
A Guide to Customer Service Skills for the Help Desk Professional, 2e

41. Building Good Relationships With Other Support Groups
Level one analysts must:
Strive to continuously increase their knowledge and the efficiency and effectiveness of their problem-solving skills
Ensure that all available information has been gathered and logged
Ensure that all checklists have been completed and logged before a problem is escalated
Seek assistance only after using all other available resources
Level two service providers must:
Respect the help desk’s role as a front-line service provider
Acknowledge that the help desk’s efforts are freeing them from the need to answer the same questions or solve the same problems over and over again
Be willing to impart their knowledge to the help desk
A Guide to Customer Service Skills for the Help Desk Professional, 2e

42. Building Good Relationships With Other Support Groups (continued)
Review and understand your company’s SLAs
Provide mutual feedback
Job shadowing
Review incident tracking system information
Communicate
Give praise
A Guide to Customer Service Skills for the Help Desk Professional, 2e

43. Focusing on Prevention
Once a solution has been identified and implemented, there are still questions that need to be asked and answered:
Did the resolution solve the problem?
Is the customer satisfied?
Has the root cause been identified?
Was the corrective action permanent?
If the answer to any of these questions is “No” the problem cannot be considered resolved
A Guide to Customer Service Skills for the Help Desk Professional, 2e

44. Focusing on Prevention (continued)
If all of the answers are “Yes” the problem can be closed once all pertinent data is captured
Without data, trend and root cause analysis cannot be performed
Any or all members of the help desk team can:
Identify and analyze trends
Suggest ways that problems can be eliminated
Go beyond the quick fix and take the time to resolve problems correctly the first time
Engage the resources needed to determine and eliminate the root cause
A Guide to Customer Service Skills for the Help Desk Professional, 2e

45. Chapter Summary
Help desk analysts must be able to solve problems efficiently and effectively
Most help desks develop processes and procedures in an effort to ensure that problems are handled quickly, correctly, and consistently
The goal of problem management is to minimize the impact of problems that affect a company’s systems, networks, and products
A Guide to Customer Service Skills for the Help Desk Professional, 2e

46. Chapter Summary (continued)
Analysts use their problem-solving skills to handle each problem
The best problem solvers condition themselves to:
Gather all available data
Create information
Methodically diagnose the problem before developing a course of action
Effective diagnostic techniques include:
Asking questions
Simulating the customer’s actions
Using diagnostic tools
A Guide to Customer Service Skills for the Help Desk Professional, 2e

47. Chapter Summary (continued)
Customers expect someone to take responsibility for ensuring the problem is resolved in the time frame promised
The problem owner assumes that responsibility
Ownership ensures that everyone involved in the problem management process stays focused on the customer’s need to:
Have the problem solved in a timely fashion
Be informed when the problem requires more than the expected time
Ownership is critical to the problem management process
Without it, problems can slip through the cracks and customer dissatisfaction invariably occurs
A Guide to Customer Service Skills for the Help Desk Professional, 2e

48. Chapter Summary (continued)
Do not hesitate to suggest ways that problems can be eliminated and prevented
Be persistent and act on your hunches
An understanding of your company’s problem management process and strong problem-solving skills are essential to your success
These processes ensure that problems are handled efficiently and effectively
Ultimately, however, customers prefer that problems be prevented
A Guide to Customer Service Skills for the Help Desk Professional, 2e