harnessing the power of ‘After Action Reports’ in technical support
Technical support plays a crucial role in a company’s operations, bridging the gap between product functionality and customer satisfaction. It seems like every interaction brings an opportunity for learning and growth. One tool that can help to facilitate this growth is the ‘After Action Report’ (AAR).
Example BLUF & PACE approach for escalating a technical issue
BLUF Statement
After significant troubleshooting, it appears that a persistent server glitch is disrupting our client’s operations, leading to sporadic but notable performance issues. Despite substantial investigation and remedial action, there has been no permanent resolution yet. The client has expressed mounting dissatisfaction and requests further intervention.
BLUF and PACE: a strategic combo for effective technical support escalations
In the realm of technical support, there can sometimes arise scenarios where a customer issue has exhausted all technical avenues, yet the customer remains dissatisfied. During such situations, a communication principle borrowed from the military, known as BLUF (Bottom Line Up Front), combined with a comprehensive plan like PACE, could prove instrumental.
sailing calm seas: navigating emotionally charged waters in technical support
A job in technical support can sometimes feel like being the captain of a ship on stormy seas. The waves of technical issues crash into the hull while the winds of emotional outbursts from customers or colleagues threaten to tip the ship over. Yet, amidst this turbulence, it is crucial to maintain an even keel, ensuring that personal emotions do not cloud professional judgement. This blog explores strategies to achieve this equilibrium, by embracing the Stoic philosophy of ‘Dichotomy of Control’ and principles from Cognitive Behavioural Therapy (CBT), alongside the power of effective documentation.
OODA vs PACE: tactical and strategic tools for optimal results
Emerging from different corners of the professional world, it appears that the OODA Loop and PACE planning each present their unique approach to decision-making and problem-solving. In the realm of strategy and tactics, these tools have created a significant impact.
OODA loop: a dynamic approach to technical support planning
Just as a whirlwind of activity is expected in the world of technical support, so too are solutions anticipated with a blend of speed and accuracy. This leads us to explore the OODA loop – an insightful approach for strategic planning that hails from the military. OODA, which stands for Observe, Orient, Decide, and Act, has proven to be a fitting and adaptable method within the tech support arena.
effective case management: a comprehensive guide for it support professionals
Within the dynamic sphere of IT technical support, the efficacy of case management systems hinges significantly on the quality of log entries. A well-crafted log entry is akin to a story — it tells the reader what happened, what is happening, what’s expected next, who’s responsible, and crucially, when the next action is due. This narrative is invaluable, particularly for new or uninitiated team members who need to quickly familiarise themselves with a case’s history and current status.
embracing the “a” of CBT: a deep dive into activating events
The world of Cognitive Behavioural Therapy (CBT) is a veritable kaleidoscope of interventions and techniques. Among these, the ABC model holds prominence, serving as a fundamental framework to understand the interplay of thoughts, emotions, and behaviours. This article focuses on the first part of this model, the ‘Activating Event’, or ‘A’.
overcoming the fear of difficult tech support calls: a practical guide to exposure therapy
In the demanding world of technical support, dealing with difficult customers is an inevitable part of the job. However, for some, this aspect of the role can be a source of significant stress and anxiety. This is where Cognitive Behavioural Therapy (CBT), specifically exposure therapy, can be a game-changer. This technique involves gradual, repeated exposure to the feared situation until the fear response reduces. Here, we’ll explore how to utilise exposure therapy in a tech support context.
mastering difficult tech support calls through structured training
In the fast-paced world of technical support, each day brings new challenges. One of the most daunting among these can be handling difficult customers. Thankfully, Cognitive Behavioural Therapy (CBT) offers tools to tackle this common fear, one of which is the Fear Hierarchy, also known as the Fear Ladder.