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    <title><![CDATA[Discussion on 10 tenets that will help remote support techs succeed (and stay sane) ]]></title>
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    <item>
        <title><![CDATA[Re: # 6 and Choose to lose]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3489752]]></link>
        <description><![CDATA[I agree. If the clent's name makes you cringe, this is the time to &quot;choose to lose&quot;.  This sounds like a situation that is &quot;no win&quot;. Even if the &quot;angst is worth the money&quot; at the moment, it could lead to more issues and problems down the road.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3489752]]></guid>
        <dc:creator><![CDATA[bsitzes]]></dc:creator>
        <pubDate>Wed, 31 Aug 2011 13:37:43 -0700</pubDate>
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        <title><![CDATA[Re #4]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3489747]]></link>
        <description><![CDATA[I find myself using the descriptive language often--like saying, &quot;Look down to the right at the bottom of your monitor--see that red icon? Now, does it look like an open red umbrella or a closed red umbrella?&quot;  Makes a lot of difference! The client/end user will not get defensive as easily if they understand what you are asking of them--and that is half the battle!]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3489747]]></guid>
        <dc:creator><![CDATA[bsitzes]]></dc:creator>
        <pubDate>Wed, 31 Aug 2011 13:30:49 -0700</pubDate>
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        <title><![CDATA[Right and easy in use remote destop software]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3468438]]></link>
        <description><![CDATA[I work in IT company and we provide remote support. The main problem is the communication process.  At the moment I use Techinline (http://www.techinline.com)to cooperate with clients. I've integrated it into my website and clients just click their and receive session ID. You can check my branded web page: http://www.ezsupport.biz/remote.htmlthat really makes my communication process easier.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3468438]]></guid>
        <dc:creator><![CDATA[camillevrain]]></dc:creator>
        <pubDate>Wed, 06 Jul 2011 03:52:01 -0700</pubDate>
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        <title><![CDATA[Re: 10 Tenets]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3465944]]></link>
        <description><![CDATA[So true, and these are all things that even experienced remote support techs often forget to do.  Not only do you need to think about what you're saying and how you say it (see Think Before You Speak; http://it.toolbox.com/blogs/think-before-you-speak/), you need to remember the kind of service you appreciate when you're a customer.  There are some great customer service training courses available, both online and classroom (http://www.impactlearning.com/solutions/training-programs/customer-service/customer-service-training/) that focus on improving these skills especially for technical support personnel.One other tenet that helped me when I did remote support is: You're there to solve issues, not uphold justice.  Sometimes I would escalate an issue to an account manager because I didn't have the authority to fulfill the customer's request.  When the account manager came back and told me to go ahead and do it because this was a good account, I didn't take it personally and I didn't argue.  To the contrary, I went into Support because I chose not to deal with sales/business issues, and I was happy to let someone else handle that aspect of the client relationship.  Having been on both sides of this issue I know there is sometimes business potential that justifies special consideration, and I'm happy to defer to Sales in those instances.  To the extent that you learn to deal with this, your life in Support will be a lot easier!]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3465944]]></guid>
        <dc:creator><![CDATA[sbrickner59]]></dc:creator>
        <pubDate>Mon, 27 Jun 2011 13:20:44 -0700</pubDate>
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        <title><![CDATA[Re: 10 Things.]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462977]]></link>
        <description><![CDATA[You might want to add this to your 10 things lists ( Courtesy of The Register):http://www.theregister.co.uk/2011/06/14/sysadmin_it_disasters/]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462977]]></guid>
        <dc:creator><![CDATA[thomaskent@...]]></dc:creator>
        <pubDate>Sat, 18 Jun 2011 06:40:41 -0700</pubDate>
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        <title><![CDATA[No.3]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462856]]></link>
        <description><![CDATA[It's so easy to get into &quot;tunnel vision mode&quot; is you do a repetitive task and at times the regular steps you take just don't work. I have to admit I've been in these situations, and it's really frustrating...just because in other cases a particular solution worked, and now it just won't...taking a 2 minute breather and thinking just as if you encountered this problem for the first time does wonders.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462856]]></guid>
        <dc:creator><![CDATA[Bogdan Peste]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 16:00:27 -0700</pubDate>
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        <title><![CDATA[RE: Descriptive language]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462740]]></link>
        <description><![CDATA[Works well with non-techy end users. Instead of saying, &quot;The blue antivirus icon&quot; say &quot;The thing that looks like a blue turtle riding a bicycle.&quot; Then they can find it easily.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462740]]></guid>
        <dc:creator><![CDATA[inouyde@...]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 10:12:09 -0700</pubDate>
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        <title><![CDATA[Wilingness to go onsite]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462716]]></link>
        <description><![CDATA[If a client calls with the problem saying &quot;I can't access the internet&quot; or &quot;My monitor won't go on&quot;, I have to be willing to actually go onsite to fix the problem. Sometimes, I may have a connection but the connection is so slow it would actually have been faster to just go there and fix it.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462716]]></guid>
        <dc:creator><![CDATA[Suresh Mukhi]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 10:02:58 -0700</pubDate>
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        <title><![CDATA[#4]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462676]]></link>
        <description><![CDATA[Paint a picture... I know, sounds goofy, but it works.  I've found out that by starting in descriptive language helps cut down the call time a lot.  Describe things like you would to a child, but in a way that doesn't sound like it.The client won't know the difference and will follow your direction easily... unless they're blind]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462676]]></guid>
        <dc:creator><![CDATA[RockerGeek!]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 08:37:44 -0700</pubDate>
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        <title><![CDATA[What they say vs what it is]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462593]]></link>
        <description><![CDATA[You may sometimes have to &quot;read between the lines&quot; to get at what the real problem might be. Not all clients are well-versed in the correct terminology to express exactly what the problem is, and consequently you will have to ask more specific questions. The other thing that really helps me is to know what the user is trying to accomplish in the end, rather than the specific obstacle they are running into. Knowing their objective helps me try to find a different way of accomplishing it that bypasses the obstacle completely.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462593]]></guid>
        <dc:creator><![CDATA[ralphgrant]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 07:16:41 -0700</pubDate>
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        <title><![CDATA[A couple more items]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462528]]></link>
        <description><![CDATA[Good listening skill are a must.  You may also have to ask what changed multiple times because what you get back initially may not be the complete answer.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462528]]></guid>
        <dc:creator><![CDATA[rstoebe@...]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 03:51:25 -0700</pubDate>
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        <title><![CDATA[Point 11: Have a colleague / friend to rant at]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462513]]></link>
        <description><![CDATA[I am currently paying my IT dues on a service desk and there are times when you have to let rip with frustration. Having understatinding ears (Prefferably with biscuits to hand!) goes a long way in getting through a bad day!!]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462513]]></guid>
        <dc:creator><![CDATA[n1dodds]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 01:39:34 -0700</pubDate>
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        <title><![CDATA[Choose to lose]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462512]]></link>
        <description><![CDATA[Point 6: &quot;clients whose names make me cringe when I see them on my calendar &quot;That's the time to Choose to lose. Unless you really believe the angst is worth the money]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-345642-3462512]]></guid>
        <dc:creator><![CDATA[lesam]]></dc:creator>
        <pubDate>Fri, 17 Jun 2011 00:45:01 -0700</pubDate>
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