¿Qué hacer si necesita hacer preguntas aclaratorias en un contexto de soporte técnico?

Before initiating an inquiry with another customer, be aware that the issue may be entirely new or related to a previous issue that could potentially affect many subsequent users. Stay alert and prepare to respond appropriately to the situation by prioritizing effective communication and problem-solving.

Según mi experiencia, una de las claves para resolver problemas técnicos de manera efectiva es hacer las preguntas correctas desde el principio. A menudo, los usuarios tienden a dar descripciones vagas de sus problemas, por lo que es crucial indagar con preguntas que te permitan identificar rápidamente el origen del fallo. Por ejemplo, en una ocasión, un cliente reportaba que "la impresora no funcionaba". En lugar de asumir que era un problema de hardware, le pregunté si había cambiado algo recientemente en su red o si había recibido algún mensaje de error específico. Resultó que el problema era un conflicto de red tras la instalación de un nuevo router.

In customer service, concise questions allow customers to articulate their issues fully. Embrace an open-minded approach, understanding that customers may not grasp technical problems but can describe symptoms. Encouraging them to express their experiences helps diagnose issues accurately.

You should first make sure to clearly explain what you are confused about or need more information on. Be specific about the issue you are facing and provide any relevant details or context. It is also helpful to listen actively to the support representative's responses and ask follow-up questions if needed to ensure you fully understand the solution or explanation provided. Additionally, don't hesitate to ask for further clarification or examples if something is still unclear. Effective communication is key in technical support interactions to ensure that your issue is resolved efficiently and accurately.

If the user uses any technical jargon or unfamiliar terms, don't assume you understand. Politely ask them to explain or rephrase the term to ensure you're on the same page.

Periodically summarize the information you've gathered to ensure you've understood the issue correctly. Say something like, "Okay, just to confirm, I understand the problem is with your internet connection, and you're seeing an error message that says..."

Validate User Efforts: Acknowledge the user's efforts in trying to resolve the issue themselves. Validating their attempts can build rapport and encourage them to share more details. For example, you might say, "I see you've already tried restarting your computer, which is a great first step."

Meet the party seeking support where they are. If they contact you on an IM channel (teams, jabber, slack) try to reach them there, if they logged everything by phone try to call them, and if they sent an email try to reply there. There will be situations where moving from written communication to a remote session may be required. Where possible sticking to their preferred channel can help to keep them engaged which can make getting the action or information you need easier. Provided there is integration with your incident/request logging system or you take appropriate notes, this should have no negative impact if someone else needs to take over.