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When End-users Want "quick" Fix To Their Computer Problem

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#1 Guest_gooky_*


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Posted 16 December 2007 - 12:14 PM

If you work in IT support or helpdesk, what is your way of dealing with end-users who want "QUICK" fix or resolution to their computer problem? I think there's an art to dealing with this kind of demand from end-users. Your opinion will be appreciated.

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#2 CTH_Tom


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Posted 16 December 2007 - 04:02 PM

It seems the quick fix involves either a system restore or re-install of the OS.
Done under the 5 minute time limit for helping an end user. :thumbsup:

#3 usasma


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Posted 16 December 2007 - 04:56 PM

We tell 'em:
1) We can fix it in 7-10 days or,
2) We can backup your stuff, format your hard drive and reinstall Windows in about 2 days.

The first one is much cheaper than the second one - then we let them choose.
If we can't fix it in #1 - we give them a free OS reinstall (but charge them for the backup).

Doesn't include any hardware repairs.
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