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When requesting technical assistance…

September 18, 2012

Could you please provide:

  • Here’s what I did
  • Here’s what happened
  • Here’s the message/error/screen I got


Ideally it would be nice to know how long it to took from taking the action to getting the result, does it happen every time, does what you were trying to do in the first place actually happen or is this a failure?


Sending me a screen shot or a non-delivery message with none of the above will not get your problem resolved unless it’s something really simple or really catastrophic.


Thanks for listening. End of rant.



From → Work Life

One Comment
  1. Anonymous permalink

    It always seems like it should be obvious, and I still get customers who say things like, “I ran my agent and it didn’t work.” without any further details. Until we all develop much better ESP, your suggestions are spot on.


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