You are to review the problem-solving strategies below and create your own strategy (you can also refer to Chapter 4 in your textbook for additional information).
How do you develop a problem-solving philosophy?
- Use you own experience, knowledge, skills, thought process, access to information, and communication skills as the basis for your personal strategy.
- Improve your troubleshooting skills and learn to use the problem-solving tools described in Chapter 4.
- Analyze your troubleshooting approach. Recognize your strengths and weaknesses. For example, some support agents develop extremely good skills at finding information about a problem on the Internet. They learn to use search engines effectively and bookmark Web sites that have been useful in the past. They pride themselves on their ability to find information quickly. Other support agents develop a network of colleagues with whom they regularly exchange e-mails or phone calls about difficult problems. They are proud of the fact that if they don't know an answer, they know someone who does.