© Mike Halsey 2019
M. HalseyThe IT Support Handbookhttps://doi.org/10.1007/978-1-4842-5133-1_5

5. Querying Users Effectively

Mike Halsey1 
Sheffield, UK

We’ve already established that most computer users aren’t technically minded. This is a good thing because it’s why you and I have jobs. It can be all too easy though to make assumptions about people, speak to them in your own language, ask them questions they’ll never be able to understand, and just confuse them entirely.

This of course helps nobody, it doesn’t help you and it doesn’t help them. It becomes especially true if you work in a call center in a country different from the one in which the user you are supporting is based, or from.

How to Query Users Effectively to Diagnose Problems

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