The facts of the matter
If technicians are to do their job, they have to take what the customer is saying, throw away the analysis from the customer perspective that has no meaning, and then criticaly apply deduction in order to determine what the problem is.
The example that was given was a perfect in the sense. Here is what I mean. "Outlook does not work because the printer is broken." Well, deducting that 50% of it is opinion, I say the printer is broken, and there is nothing wrong with outlook. Now, take itto the next level. New Printer Or Used? If it is a new printer, was the cartrige put in properly? Was the tape taken off the bottom? WAS IT PRIMED or just installed thinking that it would work?
As a technician, a user is entitled to a problemdescription and an opinion. Just like everyone else, but the fact of the matter is that a user who has the opinion has already tried their fix for it, and it did not work. So, they call someone who can fix it.
It is important to realize that end users are people to, and even though they may be incorrect with a diagnosis, they are still your avenue as to what the problem description is.
I tend to ignore calls of "My computer is broken, please come fix it." Because 9 out of 10 times, the user has installed some software and it (the software) is not working. Or they can't play IWON games. They get closed with NEI (Not Enough Information).
Part of what we do is train users to be detailed in their descriptions. A "Broken Printer" might be the ink has ran out, and the warning klaxions that he got went over his head. (In this case, a manager conference is needed for training.)
All those who get my point raise their hands.
