Google Technical Support: Troubleshooting Flashcards
The goal of this troubleshooting method is to shrink the scope of the potential issue.
Isolate the problem
This is the main factor behind a range of issues.
The root cause
What is the most important thing to do when troubleshooting?
Ask questions
What are two good questions to start with when troubleshooting an IT issue?
- What’s going on with your device?
2. When did it start acting up?
When checking a log for errors, where is the best place to start?
At the beginning to try to find the “root cause”
Why isn’t it a good idea to start with errors you see further down in a log?
You could end up wasting time fixing a bunch of smaller errors when you could have just fixed the main error.
What does Google Tech call retracing your steps?
Following the cookie crumbs. Cool.
What would Roy say?
Have you tried turning it off and on again? (Try the quickest step first.)
Moving through issues out of habit, without repetitive thought is an example of this.
Autopilot mode; you can miss details that might end up leading to a smarter solution
Being able to feel/understand what other people are experiencing from their perspective
empathy
How you are coming across while talking or in written communication
tone
The most important part of customer service
trust
What should you do instead of ignoring an issue between you and client?
Acknowledge your actions to help them understand your method
How do you reboot yourself in an emotionally triggering work scenario?
This is a genuine question… do you take a deep breath? drink some water? think happy thoughts? try to find out what works for you.
What is a strategy for times when a customer is talking over you?
Stop talking, take a breath, allow them to finish, make sure they’re finished (allow for a few seconds to pass after they’ve stopped talking to make sure)
