When Support Calls

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@qahiccupps
WHEN SUPPORT CALLS
James Thomas
Linguamatics

@qahiccupps
James,
Will you be able to help with this one?
Sounds like a problem with installing and running.
The customer...

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps
WHEN SUPPORT CALLS

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps

@qahiccupps
Get reading material about support calls for
Dom.
October 2016

@qahiccupps

@qahiccupps
Who are Tech Support?
The face of your company to your
customer when things are not working.
Needs investigati...

@qahiccupps

@qahiccupps
What is a Call?
An interaction where the customer
has a question about the product
that needs answering.

@qahiccupps
Why Have a Call?
• Can’t do something
• Results look wrong
• Taking too long
• Service down
• Data lost

@qahiccupps
Why Ask a Tester?
• Knowledge
• Diagnostic skills
• Ideas
• Alternative perspectives
• Comfort zone

@qahiccupps
• Unknowns
• Urgency
• Live performance
• Represent the company
• Comfort zone
Why Worry?

@qahiccupps
Communication
Empathy
Problem solving
Customer focus
Pragmatism
Exploration
Critical thinking
Persistence

@qahiccupps
James,
Will you be able to help with this one?
Sounds like a problem with installing and running.
The customer...

@qahiccupps

@qahiccupps

@qahiccupps
James,
Will you be able to help with this one?
Sounds like a problem with installing and running.
The customer...

@qahiccupps

@qahiccupps
CAN YOU AVOID THE CALL?
• Has this or any customer seen this issue before?
• Have we seen it ourselves?
• Have...

@qahiccupps
I found a bug ticket with similar symptoms …
… but did you send a new license file?
Ah James, you're a genius ...

@qahiccupps
THOUGHT-PROVOKING QUESTIONS
• Can I describe the customer environment?
• Can I identify any questionable assum...

@qahiccupps
DETAIL-GATHERING QUESTIONS
• What was the customer doing?
• Why were they doing it?
• Are they angry now?

@qahiccupps
AGENDA-ESTABLISHING QUESTIONS
• What is my role on the call?
• How can we signal to each other?
• What kinds o...

@qahiccupps
Product logs?
System logs?
Basic comparison to local?

@qahiccupps
COMMUNICATE
• Listen to and inform the customer
• You are your company
• Tell the testing story

@qahiccupps
Support Ticket
We did this …
We found …
Hypotheses are ...
Customer
conversation
Customer
conversation
Custome...

@qahiccupps
Corrupt license file?
Broken installation?
Locale?
I think it’s the build.

@qahiccupps
SHARED UNDERSTANDING
• Speak the customer’s language
• Tell them what you are doing and why
• Let them know yo...

@qahiccupps
Our interest is secondary to your need.
… but could you archive the VM?
We’d actually like to run this project...

@qahiccupps
We’d actually like to run this project on a
different architecture.
I understand that this is a rare bug that
...

@qahiccupps
LOOK & SEE. HEAR & LISTEN.
• Signal vs noise
• Emotion vs fact
• Perception vs desire

@qahiccupps
A PROBLEM
The difference between things as desired and things as perceived

@qahiccupps
LOOK & SEE. HEAR & LISTEN.
• Signal vs noise
• Emotion vs fact
• Perception vs desire

@qahiccupps
By the way, here’s a horrible workaround.
Not likely!
Could we access your system directly?
Hmm. OK.

@qahiccupps
TESTING SKILLS HELP …
• Understand the mission
• Be pragmatic
• Know your tools

@qahiccupps
… BUT IT’S DIFFERENT TOO
• Know there’s an issue
• Workaround vs diagnosis
• Limited visibility

@qahiccupps
I now have a working server … by
changing the license end date from 31st
October to 30th October.
I have no id...

@qahiccupps
ENDING A CALL
• What is a resolution?
• Be careful about language: resolution for who?
• Fix? Workaround? Ques...

@qahiccupps
AFTER A CALL
• Retrospect
• Debrief to your team
• Remember that there is no the customer

@qahiccupps
Here’s what it was …
Here’s what I’ve got
!!!?!?!!!
!!!!!!! Feckin’ thing !!!!!!
Yesssss!

@qahiccupps

@qahiccupps
• Team
• Skills
• Learn

@qahiccupps

@qahiccupps

@qahiccupps
Selected Credits
• https://pixabay.com/en/mail-message-email-send-message-1454734/
• https://www.playmobil.co....

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