GitLab Support Training - Ticket Management & Communications, 18 Feb 2021

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From YouTube: 5 03 Educate at Every Step

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So then there is the idea of when to teach, which is that every step of the way idea just keep it brief, succinct, clear and it it shouldn't add too much of an investment most of the time right. Sometimes there may be a concept that you just have to explain in a deeper.

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So when you're updating your ticket again state those steps, clearly right and sometimes we get into this space of kind of thinking out loud in a ticket, we talk about. I'm thinking that you might be seeing this. So this could be the problem, then there's this other possibility here and- and I think that actually can work really well, because you let the customer see you thinking.

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What I want to advise is that after you've done that, go ahead and pull out the next steps and and summarize them below right. So here you know, we we theorized about a bunch of different things. There's these possibilities. So let's absolutely take these steps so you've, given them the chance to be educated there. In reading with your thinking and following that along then just be sure that you you followed up with the the action plan.

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I talked in some past module about using numbered lists instead of bullet points when you can even helping them to read what you're writing better or what you're typing better by using making appropriate use of white space.

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Don't cram everything into a big paragraph, even if, in terms of english, it's just fine as a paragraph right, let's, let's add a little bit of space, so that people can just work their way through it more easily and then include the. Why or the interests help them to learn. Why you're doing it or what you're doing and why so, they can take.

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Action and whether you're in a meeting or you're, writing a message in the ticket to them, as I mentioned previously, don't tell the customer something that won't help.

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That's just a good question to ask yourself before you say it right. Is this going to help? Does it help them to understand? Does it help them to solve the problem?

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If it doesn't, we don't want to say it. So, let's see what my list looks like right, that part of the product never worked well, I'm new.

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That one may come up when you're feeling unsure of yourself and have to go bring in another research source. Excuse me resource.

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But I think that when you say that you're pretty new, they may tune out starting right. Then oh they really don't know. I got the support engineer in training.

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So I recommend not saying something like that. Similarly, I have not trained in that area when you want to when you need to engage in additional resource, do it because they'll bring more, not because you're bringing less if that makes sense.

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Other things like this like I've, I'm just I'm tired. I have a cold, something, maybe true I'd. Rather you make that decision before and just not not be helping them and get the rest. The team to help you out, but it doesn't help them to to feel like we're taking care of them.

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How long do enhancement requests take here? You don't have to answer right, but sometimes we know that you know an enhancement. Request may come in soon because we do pay attention uh or it may sit on that list for a while, because it just doesn't fit in the product plan for a while, but that thought just makes the customer feel like nothing's going to happen for them.

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So let's tell them what they can expect and how they can influence that progress and help that request to be accepted and implemented instead of giving them the downside of it.

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Now I couldn't, I couldn't take care of what I wanted to do for you today, because I'm really busy which says you're not as important as these other people or other things, were.

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Six, I've got a lot of tickets, that's like I'm really busy. So you get this much of my time. They would rather think that they are the only customer. You have they're the most important customer you have, which uh you can't say unless you really believe it and then that's an interesting conversation, but I wouldn't say that.

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And don't know that I've heard that exact statement, but anything that's that kind of uh you know derogatory about the product not going to help.

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So the first and last items here should sound kind of like something else that we talked about, which is this big thing. Right always speak highly of the product and the team.