Depends on your customer and most likely when dealing with servers you'd probably get a better answer but in my experience whenever I ask "what happens when you try to [whatever they are complaining about not being able to do]?" I'm usually answered with "I just told you it doesn't work!"
Do not be afraid to joust a giant just because some people believe in windmills. wes wrote: > On Wed, Jul 8, 2009 at 11:24 PM, linux-yug <[email protected]> wrote: > >> All >> >> >> I am applying for a tech support job and have to answer this question.. >> >> Problem >> If an end user were to call you saying they cannot send email through >> their local hosted POP3/SMTP server, how would you go about >> troubleshooting the issue >> >> >> Reponse: >> >> 1.. Ask if the mail has ever worked.. >> >> 2.. If mail has worked ask when was the last time it worked correctly >> >> 3. Ask if any hardware/software has been installed since the mail last >> worked. >> >> 4. When was the last time the computer was booted. >> >> 5. Have customer boot computer again and check email >> >> 6. Have customer check POP3 and SMTP settings. >> >> 7. Have customer reenter POP3 and SMTP settings. >> >> 8 Reboot computer and try email again. >> >> 9. If email is still not working ...Have customer open terminal window >> and ping both POP and SMTP servers.. >> >> 10. I email is still not working..Have customer call local ISP and see >> if there are problems there... >> >> >> ######################### >> >> Is there a better/quicker way/method ????? >> >> Have I missed some obvious step?? >> >> >> >> TIA >> >> Linux-yug >> >> > I don't see any mention of asking for an error message. Since most end-users > don't know what an "error message" is, my favorite way to get them to tell > it to me is to ask "what happens when you try to [whatever they are > complaining about not being able to do]?" > > it works well for me. YMMV. > > -wes > _______________________________________________ > PLUG mailing list > [email protected] > http://lists.pdxlinux.org/mailman/listinfo/plug > _______________________________________________ PLUG mailing list [email protected] http://lists.pdxlinux.org/mailman/listinfo/plug
