Growing up, we are taught a lie is a lie no
matter what, but we all know they can be delivered in the form of a
little white lie, right? For example, a 'white lie' would be; “Mom, your
macaroni salad tastes soooo good.” As you ‘accidentally’ drop it on
the floor hoping your canine companion will help discard of it.
Instead, your furry friend turns its nose and runs the other
direction.
A 'black lie' would be more severe like; “Mom,
I absolutely did not cheat on that test; I don’t care what video
surveillance the principal say’s he has.” (“Sorry you had to find
out like this mom”)
There Are Really Three
Types Of Lies
Actually the dictionary describes a white lie as:
·An often trivial, diplomatic or
well-intentioned untruth.
While a black lie is:
·A false statement deliberately presented as being true; a
falsehood.
Well, I would like to add a third type, the technical
lie:
·A mandatory acknowledgement or statement that “I didn’t do
anything” when a technical expert comes to assist you when in computer
distress.
Let’s clear the air between end-users and techies. We
need to have an open, lie free means of communication, in order to work
together. Not only does the end-user need to answer differently, but we need
to change our basic questions. So, with that said, let me give you a couple
situations that happen everyday, followed by a scenario that may actually
help the diagnostic process.
How To Have Productive
Technical Dialogue
Situation 1: Customer: “I was using my system like I always
do when out of no where (BAMMM!) It shuts itself off.”
Tech: “What were you doing before it happened?”
(Very broad question)
Customer: “I wasn’t doing anything.”
(Technical lie)
Tech: “Well let me do some poking, while I
charge you $85.00/per hour”
Scenario 1: Customer: “I was using my system like I always
do when out of no where (BAMMM!) It shuts itself off.”
Tech: “Has this happened before?” (Direct
question)
Customer: “Now that you mention it, yes. Just
last week it rebooted itself, but I thought that maybe it was a power surge”
(Triggered his memory, no technical lie needed)
Tech: “No problem let me check some things out”
See, now the customer feels like a part of the solution
instead of a part of the problem; and the technician has an area in which to
focus his diagnostics.
Situation 2: Customer: “I was sending an email and then my
system locked up”
Tech: “Were you thinking about the new Star
Wars movie, and how long the lines will be for the next two months?” (Dumb
question)
Customer: “No, I got an illegal copy of a
software package from a friend” (Dumber answer)
Tech: “As an approved technician of the TCAD (Technical
Coalition Against Dumbness), I will have to confiscate your copy for
detailed review and turn you over to the proper authorities.”
Scenario 2: Customer: “I was sending an email and then my
system locked up”
Tech: “Were there any other applications opened
while you were writing the email?” (Direct question)
Customer: “Actually, I did see a pop up from
Microsoft; I think it said it was downloading and installing critical
updates” (Triggered his memory, no technical lie needed)
Tech: “Let’s try rebooting the system.”
Again, a direct question prompted a direct answer which
makes everyone feel involved and part of the solution.
Conclusion
End Users: Believe me, we know hardware breaks and
software acts quirky. But, we also know that it usually gives you hints
before meltdown. Try your best to remember any odd or unusually performance
your PC exhibits. If you outsource you technical staff or have several
problems a week, you can document the problems or errors in a note book as
they occur. This will help your technician quickly diagnose the
problem and have you up and running sooner.
Technicians: Remember to ask your end-user / clients
specific, not vague questions. Making an end-user feel comfortable will give
you a clear and more precise answer. This will help you diagnose the
problem faster and instill more confidence in the end-user that you know
what you’re doing.
Jackson Morgan,
President of 'The Technical Coalition Against Dumbness
(TCAD) :)
