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Importance of Documentation in Troubleshooting
Photo by cottonbro studio “When all else fails, read the documentation.” The idea of creating detailed and well-written documentation seems like a drag to most people. That’s especially if you are not ‘creatively inclined’. This may be true but not having proper and streamlined documentation, like troubleshooting guides, can land you in serious trouble. Documentation is…
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Troubleshooting old problems – new perspective
“Insanity: doing the same thing over and over again and expecting different results.”- Albert Einstein We all remember the story of the blind men and the elephant where due to their sight challenge, they are unable to see the whole elephant and can only describe the part that they were touching and feeling. Each of…
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Stand out or Fade Away – Customer Service
“It’s very logical: There is proven ROI in doing whatever you can to turn your customers into advocates for your brand or business. The way to create advocates is to offer superior customer service.” – Gary Vaynerchuk Customers tend to do business with a person and not with a company. Also true is that despite…
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Successful Troubleshooting – every time
“The only problem with troubleshooting is that sometimes trouble shoots back.” Customers, like you, want to be successful and if teaming up with you for products or services serves that purpose, you can be sure that you will have their loyalty. Within the company too, it is essential that companies remain successful and the measure…
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Troubleshooting skills can be learnt
“The formulation of the problem is often more essential than its solution, which may be merely a matter of mathematical or experimental skill.” – Albert Einstein Troubleshooting seems to be used more in the context of technical problems rather than the regular questions and queries received by the customer service teams. However, customers cannot know…
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Getting and Using Customer Feedback
“Champions know that success is inevitable; that there is no such thing as failure, only feedback. They know that the best way to forecast the future is to create it.”- Michael J Gelb Despite years of being around and serving customers, companies will never be mind-readers! They will always need customers to give them some…
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Social Media to improve Customer Service
“Social media is not just an activity; it is an investment of valuable time and resources. Surround yourself with people who not just support you and stay with you, but inform your thinking about ways to WOW your on-line presence”- Sean Gardner Social media is probably the most visible and most effective way to get…
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Innovation is challenging
“Remember the two benefits of failure. First, if you do fail, you learn what doesn’t work; and second, the failure gives you the opportunity to try a new approach.” – Roger Von Oech Innovation by its very definition is ongoing and continuous and that perhaps why it is one of the reasons why innovation is…
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Build Online Customer Loyalty
Keeping customers happy and ‘attracted’ to the company is a tricky proposition. Gaining a new customer is thought to be almost eight times more difficult and costly than retaining the existing ones. Happy and loyal customers form the line dividing success and failure for any company. The trend of buying online is fast taking over…
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Troubleshooting in Customer Service – Why and How?
“We always hope for the easy fix: the one simple change that will erase a problem in a stroke. But few things in life work this way. Instead, success requires making a hundred small steps go right – one after the other, no slip-ups, no goofs, everyone pitching in.” – Atul Gawande, Better: A Surgeon’s…
