Here's how you can troubleshoot a customer's technical difficulties with a product.

Listening can provide you with all the information you need if coupled with asking the right questions. A timeline of how the situation came about needs to be made, learning what the issue is can come about from retracing how the user experienced the issue. While developing the timeline you must practice active listening and contribute only when asked a question. Listening is critical for you to solve the issue.

When a customer comes to your support team with an issue to troubleshoot, the first thing to do is ensure that you truly understand the problem. This involves asking the right questions, gathering information and context about what they are trying to do, and getting hands on with the product to experience the issue for yourself.

Para solucionar una incidencia técnica de un cliente, lo primero y más importante es escuchar al cliente. No hay que imaginar ni crearse una película de lo que puede estar sucediendo, hay que mantener una escucha activa para entender y poder solucionar directamente o trasladar la incidencia a quién pueda ayudar.

Need to understand customer's knowledge over the issue.(thus not to underestimate the customer or otherwise) Has he or she already gone through any preliminary troubleshooting or not. (if yes then avoid those steps). Understanding a little bit of customer's daily way of work. (thus to prevent customer in doing wrong if any).

Troubleshooting a customer's technical difficulties begins with listening carefully. Pay close attention to their description of the problem, encouraging detailed explanations and asking clarifying questions. This approach is not only about gathering information but also about showing empathy and understanding, which can help ease the customer's frustration. Active listening often reveals crucial clues that lead to identifying the root cause of the issue, paving the way for an effective solution.

After listening to the customer's problem, turn that information into actionable insights. Imagine yourself as a digital detective, where every error is a clue. Instead of merely replicating the issue, create an "investigation scenario" to recreate the customer's environment using advanced simulation tools. Mimic the exact steps the customer took. If it's a software product, go beyond asking for a screenshot or error code; request the customer to record a video or use real-time screen-sharing software to follow every detail live. This ensures you address the correct problem, involving the customer in an innovative problem-solving experience and strengthening trust in technical support.

After listening to the customer's description, the next step is to verify the issue. This involves replicating the problem or reviewing error messages and system logs. Ask the customer to walk you through the steps they took before encountering the difficulty, or request a screenshot or error code if it's a software issue. Verifying the issue ensures you're addressing the correct problem, preventing further confusion and helping you find an accurate solution more efficiently.

With some issues, it's good to have a running log, especially if there are multiple techs working on the same unit. And even if you come back, it's a good refresher. Sometimes you can find other issues along the way as you are addressing this one. That's fine but keep in mind the main issue, though from my experience, a lot of the little issues you find are related to the main one.

A través de las herramientas de que disponemos, es necesario comprobar cuál es la causa que ha ocasionado la incidencia, para descartar que pueda ser provocada por algún tipo de error de los propios sistemas internos, o bien que algún paso no se esté ejecutando de la forma adecuada. Sondear de manera clara y concisa, nos va a ayudar a descubrir de forma sencilla y ágil, cual es la situación que nos están reportando

Before diving into complex troubleshooting, always check the product documentation. User manuals, FAQs, and online help resources often contain solutions to common issues. Guide your customer through these resources, pointing out relevant sections that might offer a solution. This approach not only helps resolve the immediate problem but also empowers the customer to handle similar issues in the future, enhancing their overall experience with the product.

Always follow standard work, never assume. Use the error codes, documentation correctly every single time. That’s about being professional. However once you have worked for few years on same product, the solution comes to you naturally, then you might skip few steps and jump into the relevant step.

Again, if a manufacturer writes a manual for a product, follow it. I get plenty of calls from techs who come to the conclusion that the answer isn't there. I ask if they read the manual, they say they didn't. Few minutes later, they found their solution. RTFM.

Consultar los manuales de que se dispongan, e indagar en casos similares que se puedan haber producido anteriormente, nos va a dar la información necesaria, para aportar la solución más efectiva a la incidencia que nos están trasladando

Start from basic, it’s always some basic thing that creates the issue 95% of the time. Think simple, start basic. Never jump into solution till the basics are checked.

If the issue persists, simplify the problem by breaking it down into smaller, manageable parts. Isolate different components of the product or system to identify where the fault lies. For hardware issues, check connections, cables, and peripherals individually. For software problems, consider recent updates or changes that could have impacted functionality. By narrowing down the problem area, you can often pinpoint the cause and find the solution more efficiently. This systematic approach makes troubleshooting more effective and less overwhelming.

In my field, and really any, I remember what my lead taught me; KISS (keep it simple stupid). It's always the easiest and most direct issue. We can take hours looking through a unit and find out that the cause of it all was someone wired it wrong. Go back to the basics and make sure you have an understanding of how things SHOULD work, so you can see what shouldn't be there.

Aplicar la regla de sondear para descartar en primera instancia la causa más sencilla, o común, que pueda estar provocando la incidencia. Muchas veces la solución pasa por algo sencillo, e ir descartando posibles motivos de forma paulatina

No matter how complex an incident might seem, it can always be broken down in small, simple issues. When you follow the breadcrumbs, as I like to call them, you will untangle all problems leading to the final solution.

Se o problema foi devido a um mal-entendido ou uso incorreto do produto, ofereça treinamento ou recursos educativos para evitar futuros problemas e também forneça links para tutoriais, manuais ou webinars relevantes, com abortagem colaborativa, assim transmitirá mais confiança ao cliente.

Offer solution from a broader perspective such as -find out root cause -offer a preventative action -implement a schedule for preventive action -monitor and close the preventive action

A la hora de trasladar las indicaciones y los pasos a seguir, emplear un lenguaje sencillo y fácil de entender, huyendo de tecnicismos, y palabras que puedan confundir al cliente. Ser lo más didácticos posible, detallando la solución, y reiterando aquello que no haya quedado suficientemente claro, de forma pausada y sin que se detecte la intención de finalizar la consulta de manera rápida. Huir del "síndrome del experto", entender que al otro lado tenemos a un cliente que no comprende lo que está sucediendo, o que incluso tiene una poca agilidad de uso de la herramienta o aplicación en cuestión. Adaptarse a la tipología del cliente (edad, conocimientos, cliente con poco tiempo de vinculación, etc.)

Make hot and cold follow-ups -do a hot follow up for the rating of the services provided -do cold follow up after few days (may be randomly) to ensure the level of satisfaction is maintained

Após resolver o problema, entre em contato com o cliente para garantir que tudo está funcionando corretamente e pergunte se ele tem alguma dúvida adicional ou se precisa de mais ajuda.

Finally, follow up with your customer after resolving the issue. This demonstrates that you care about their experience and are committed to their satisfaction. A follow-up call or email provides an opportunity to answer any additional questions and reinforce the value of your customer service. This essential step helps maintain a positive relationship and can secure future business by showing your dedication to their success and satisfaction.

One of the main qualities of myself that I strive to keep going is to follow up; I want verification that the solution that I presented worked. If it didn't but they found the issue and resolved it, then I have an answer that I can remember for a situation in the future that has the same issue. I have learned a lot in my career just from listening and remembering each experience.

Para solucionar as dificuldades técnicas de um cliente com um produto, é importante seguir um processo estruturado que garanta uma resolução eficaz e uma boa experiência para o cliente.

I adhere to a key principle in my work: I use the same services as my customers. Whether it's a mobile app or a service, I become a user or subscriber. This approach enables me to see things from the customer's perspective, quickly identify and resolve issues, and determine if they're specific to the user or more widespread. It also allows me to effectively reproduce issues when triaging with developers and customers. Moreover, it fosters empathy, as I experience the same challenges and frustrations as our customers, ensuring a more personalized and effective support approach.