7-1 Discussion: User Satisfaction

Please read instruction carefully then make a discussion post.

As an IT professional, you may find that particular user issues are beyond your ability to resolve. When those moments arise, a user’s level of satisfaction could be in jeopardy. You must be able to navigate the situation and strive to maintain user satisfaction, even if your involvement with their presented issue comes to an end.

For this week’s discussion, imagine that you’re working on a site. While you are at the user’s desk or site, you discover that the request you are trying to solve is beyond your ability to resolve it. When the user submitted the ticket for IT assistance, they expressed that they need the computing issue resolved in order to do their work. The computing issue is preventing the user from using the systems that they need on a daily basis. The user has been very receptive to your troubleshooting efforts, but as you realize that you are unable to resolve the issue, they are beginning to check their watch frequently and have become less engaged in answering your questions. Reflect on what you would or would not do to ensure customer satisfaction and to improve the user experience with IT services.

For your initial post, address the following:

What additional steps would you take to ensure that the user/customer is satisfied?
How would you communicate this to the user?
In response to two of your peers, address the following:

State whether you agree or disagree with the steps in the initial post and provide a rationale.
Explain why user satisfaction is an important part of the troubleshooting process.

Then reply my classmates discussion post

1-There would be a few steps that I would take to make sure that the customer is satisfied. However, this will be a little hard since they are needing this computer to do their work and they might be frustrated. I would see if there is another system that they could use and if they needed information transferred to another computer. If not, I would expedite the ticket to higher level and hope that they could handle it quickly. If they could work from another station, I would still want to get the user back online quickly.

I would explain this very politely and calmly. Most likely, the user is upset that they might now be able to get their system back up and running, especially if they have important things to do. I would ask if there was another computer system that they could use and if they needed data transferred, I could assist them with it. I would also explain that I am going to elevate this as an emergency, as this is interfering with operations, and the employee needs to get back into the system as soon as possible.

2-While my troubleshooting efforts are not properly resolving the issue I would keep the user informed as I go along. I would also verify with the user if they potentially have another device that they could use while the issues on this computer are still trying to be resolved (this would determine how much more urgent the need to resolve would be). I would apologize to the user and be honest letting them know that the errors we are facing are beyond my expertise and that I would have to reach out to someone higher up with more technical support experience. If the user does in fact have another computer they can utilize I would make sure that there is continued open communication in regards to how long and when we think their system would be back up an running. I would be doing this if they didn’t have another device to use as well.

Last Completed Projects