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Another cause of frustration in user
support interactions is when people talk
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over each other.
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This usually happens over the phone.
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Since there's sometimes delay,
but it can happen in person to.
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Typically it leads to
people talking louder and
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sometimes ends up feeling like
you're yelling at each other.
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You've probably been in a situation
like this with your friends or family.
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Everyone wants to talk and
the person with the loudest voice wins.
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How can I help you today?
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My laptop isn't working.
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I need a new one,
I have meetings I need to go to.
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I can certainly look into this and
see what we can do to fix it.
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But I want to set context that our policy
is to only replace laptops if all other
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options have been exhausted.
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>> I don't need you to go
snooping around my computer.
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Just give me a new one.
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Gale, I'd love to do that for you, but.
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>> That's ridiculous, I'm a director.
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I should get a new one.
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I don't have time for this.
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>> I completely understand
the urgency of the situation.
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Why don't you let me take a look.
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>> That's why I came.
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You need to fix it.
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>> It's important to try and
identify why this is happening.
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So you can course correct.
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In this case, you can simply stop talking
to calm things down, then pause for
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about five or 10 seconds to make sure
they're done talking and start again.
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This might take a few tries before
the user realizes what they're doing and
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gives you time to talk.
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Use that time to calm down and
really listen to what the user is saying.
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Ask yourself,
why are they talking over me?
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What am I missing then
in those 5-10 seconds,
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collect yourself and
think about what you want to say.
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>> How can I help you today?
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>> My laptop isn't working.
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I need a new one,
I have meetings I need to go to.
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>> I can certainly look into this and
see what we can do to fix it.
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But I want to set context that our
policy is to only replace laptops.
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If all other options have been exhausted.
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>> I don't need you to go
snooping around my computer.
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Just give me a new one.
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>> Gale, I'd love to do that for
you, but I.
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>> That's ridiculous.
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I'm a director,
I should be able to get a new laptop.
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I have no time for this.
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>> I completely understand.
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Can you let me have five minutes
to do a quick triage and
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then we can discuss next steps?
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>> If the user is crossing the line and
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making you feel uncomfortable ignoring
it can feel like the easiest solution.
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It isn't, remember that if you do
the next person they interact with
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will be treated the same way and
that's not okay.
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It's also easy to say that the person
being attacked needs to stand up for
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themselves, but in situations
like this one that's really hard,
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ideally by standards would call
out this behavior in a calm way.
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It's also important that you escalate
these issues to the appropriate channel.
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Whether that's your manager,
the human resources department, whomever.
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Disclaimer, I love being in the IT
support field and I don't want to
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dwell on the negative, but I do want to
prepare you for what you might encounter.
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So let me throw another
tough scenario at you.
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You might find that a user
skims over what you wrote or
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doesn't listen to the full instructions
you present before taking action.
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When this happens, be patient.
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You've likely been on the other end of
this before when you ignored instructions?
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Why were you overwhelmed with information?
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Were you in a hurry?
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Maybe you need reading glasses.
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Whatever the case might be, the best
tactic is to break these steps down into
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smaller, more digestible pieces for
the user.
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If you sent them an article that
they didn't finish reading,
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ask where specifically in
the documentation they're having issues.
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So that you don't have to bore them
with the parts they already know.
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Sometimes you come across someone
wanting to bend a policy or
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push back on an established process.
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Take this as a sign to look
deeper into the situation.
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Is it really a company policy or
just a common way of doing things?
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If it is a policy,
is there documentation of it?
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You can reference that to the user.
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If not offer to follow up
to get a definitive answer.
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You might be surprised what you find.
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The takeaway here is that it's important
to try to see things from other people's
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point of view.
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In that moment when you're
feeling riled up and frustrated,
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take a minute to see the situation
from the other person's perspective.
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If you were them,
how would you be feeling?
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What would make you feel better?
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If you can train yourself to see
things from another's perspective,
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you're on your way to
turning things around.
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