Troubleshooting is just another word for problem solving. It is most emphasized in the technical support field but any one could benefit from developing good problem solving skills.

The traditional troublshooting steps are as follows.

1. Get a thourgh explanation of the symptoms of the problem from the caller

An example of this would be if the caller said their computer or phone was not working. You would then ask for more details such as which part isn’t working or are they getting any error messages. There also maybe more than one symptom and you need to establish that before you continue with the troubleshooting. Ask for when the problem started and if anything was changed before the problem occurred. If there are any errors have them read them to you so you can accurately include them in the ticket.

2. Confirm the problem

If the issue is hardware you will not be able to reproduce error that because you obviously will not have access. If it is an issue with a network application, account, or a bill for example you can access that from your location and will be able to confirm if there is a problem.

3. Look for the answer to the problem

This maybe a common problem that you automatically know the answer to but if it is not you will need to research the problem. Most centers will give you some kind of knowledge base of known issues, how to fix the problem, and otherwise handle the call. Some places will give you access to other resources like Google but others do not as a mater of security.

4. Select the most likely cause

You may know the answer as a result of the knowledge base but if there is no exact answer pick two or three strong possibilities. You do not want to pick too many possibilities or you will be on the phone too long which will also frustrate the caller.

5. Take each possibility and test them one at a time

Start with the most likely. For example the first thing you do with a computer problem is restart the computer. You need to test them one at a time because if you try two at the same time and it resolves the problem you don’t know which one fixed the issue. It is important to know which one was the correct answer so you can document it in the ticket.

6. When you find the correct solution document it in detail in the ticket.

Depending on your ticketing system others may be able to search for that issue and find your solution. Also depending on how your call center is setup you maybe able to create or suggest a knowledge base article for it.

7. Explain it to the caller

When you are finished give a brief explanation to the caller. Be sure not to use any industry jargon or be too technical in your explanation. You cannot be sure of the callers level of education on the product or service. The goal is to give the caller only the information they need to know.