Posted 08 September 2007 - 11:14 AM
"It is hard to tell until I look at it."
End-users often do not understand the complexity of their problem or question, or that you are juggling several problems at the same time.
1. Make sure you understand the problem. Get enough information from them so that you do not need to "call back" for more information. Often times, you must "translate" their problem to determine what is causing it, and it is best to do this at the beginning.
2. If it is not a simple problem or question, then tell them so. You may need, for example, to attempt to replicate their problem in either a test or in a live environment.
3. Keep them advised on the progress you are making, especially if it is taking significantly longer than you originally planned (or told them). You don't have to go into detail, but let them at least know you are working on it.
Whereof one cannot speak, thereof one should be silent.