In this topic, you will learn to confirm the problem resolution, which is essential in delivering high-quality ICT support services.
Ensuring client satisfaction and thorough problem resolution is crucial in ICT support. To confirm problem resolution, we begin by obtaining and responding to client feedback. This feedback helps verify that all client requirements have been met. If any outstanding client requirements remain, they are promptly resolved or escalated as necessary. Additionally, client feedback is forwarded to the relevant personnel for sign-off and meticulously recorded in a problems database. This process not only closes the loop on individual issues but also contributes to continuous improvement by maintaining detailed records and enhancing future support interactions.
In this topic, you will learn how to:
- obtain and respond to client feedback
- confirm client requirements have been met
- resolve outstanding client requirements
- document completion and problem closure.
Let us begin.
In this subtopic, you will learn to obtain and respond to client feedback about the problem resolution.
Understanding client feedback
Here, client feedback refers to the input, comments and opinions provided by the client regarding the problem-resolution process. This could also involve their feedback on the quality of ICT support services provided by the organisation.
Client feedback can encompass their experiences, satisfaction levels and any concerns they may have related to the services received. As such, it plays a crucial role in the following ways:
- Understanding the client's perspective.
- Making improvements.
- Ensuring their needs are met effectively.
Obtaining resolution feedback
Obtaining client feedback about the problem resolution is crucial. This is because it allows you to gain insights into the client's perspective and satisfaction level. It helps ensure that the client's needs and expectations have been met. It also ensures that the problem resolution process is effective.
To seek and obtain client feedback about the problem resolution, consider these guidelines:
- Review organisational procedures: Start by reviewing your organisation's established procedures for gathering client feedback. Familiarise yourself with the specific methods and channels through which feedback is collected.
- Ask structured questions: Ask structured questions to ensure you receive specific and actionable feedback. For instance, you can enquire about their overall satisfaction with the resolution, the clarity of communication during the process and any additional improvements they would like to see.
- Use active listening: Listen to clients’ concerns when they share their feedback. Be empathetic and avoid interrupting. Ensure that clients feel heard and understood.
- Proactively obtain feedback: Reach out to clients. Sometimes, clients may not spontaneously offer feedback. Ask if they encountered any issues or have suggestions for improvement on the problem resolution.
There are several ways for you to obtain client feedback about the problem resolution. The following are some examples:
Surveys are an excellent method to collect structured feedback. They typically include a series of predefined questions that clients can respond to. Surveys aim to collect specific, quantifiable data about the client's experience. You can create surveys that cover various aspects of the problem resolution process, such as:
- the client’s satisfaction with response times
- the effectiveness of solutions provided
- the overall experience.
For more convenience, you can use online survey tools to create and distribute these surveys. Ensure that the surveys are user-friendly and can be completed in a short time to encourage participation.
Feedback forms can be used in various formats. Digital forms can be embedded on your organisation's website. On the other hand, paper-based forms can be handed to clients after problem resolution. These forms should be easy to fill out, with questions that cover different aspects of the service experience. These questions are often a mix of structured and open-ended ones, where clients can provide comments and suggestions. Such forms offer a bit more flexibility than surveys, as they allow for both quantitative and qualitative feedback.
Many organisations use online feedback widgets designed for capturing quick, in-the-moment feedback. These widgets often feature a simple rating system (e.g. a star rating) and a comments section. These widgets are usually placed on an organisation's website. They can also appear within an application. They are unobtrusive and often appear as a small box or tab, asking clients to rate their experience or provide feedback. Online feedback widgets can be triggered at specific points in the client's journey, such as after they have interacted with your support team and completed a self-service task. Clients can quickly rate their experience and provide comments directly within these widgets. The feedback is then sent to your team for analysis.
Engaging in direct conversations with clients allows for in-depth feedback. This can be done through scheduled in-person meetings or phone calls. During these discussions, you can ask open-ended questions. Do so to gather qualitative information about their experience. For example, you might ask clients to:
- describe any challenges they encountered during the problem resolution process.
- provide any suggestions for improvement
- listen actively to their responses and take notes to capture their insights accurately.
Responding to resolution feedback
Responding to client feedback is equally important. It demonstrates the ICT support function’s commitment to addressing their concerns and making necessary improvements. It can lead to further problem resolution or clarification. Thus, it ultimately contributes to a more positive client experience.
There are several ways to respond to client feedback about the problem resolution. Here are some of them:
Express gratitude for the client's feedback. When you receive client feedback, respond promptly to acknowledge their input. Let clients know that their feedback is important and appreciated. An acknowledgement message might be as simple as 'Thank you for sharing your feedback with us. We truly value your insights.' A more personalised thank-you message (e.g. addressing the client by their name) can also foster goodwill.
Seek clarification if the feedback lacks details or is unclear. Ask for specific information that will help in understanding and addressing their feedback. For instance, you can say, 'So we can better understand your concerns, could you give us more details on your comments on the resolution provided? This is what we have gathered from your feedback on the problem resolution ... '
Summarise the client's feedback to ensure mutual understanding. Restate their concerns and issues, confirming that you correctly comprehend their perspective. This demonstrates your commitment to understanding their viewpoint. For example, you can say, 'Just to make sure I got everything right, I would like to summarise your feedback. You mentioned... Is that correct?'
Share the steps you will take to address their feedback about the problem resolution. Provide a clear action plan that demonstrates your commitment to resolving their concerns. For instance, you might say, 'We have carefully reviewed your feedback regarding the problem resolution. We are actively working on a solution and will keep you updated on our progress. Our action plan includes the following steps...'
Show that client feedback leads to positive changes in problem resolution. Explain how their input has influenced the improvement process. You can state, 'Your feedback has played a crucial role in driving improvements. We have implemented specific changes based on your input to prevent similar issues from occurring in the future.'
As someone who provides client-based ICT support, you play a crucial role in ensuring client satisfaction and successful problem resolution. By obtaining and responding to client feedback, you can confirm whether the problem has been resolved to the client's satisfaction and make any necessary adjustments to achieve a successful resolution. This enhances how you provide effective ICT support and maintain strong client relationships.
Confirming that client requirements have been met is a vital step in this process. It ensures that the client's needs and expectations have been fully addressed. Thus, it enhances the quality of the problem resolution process. It also strengthens the client-provider relationship. As such, this practice is highly valued as it reflects a commitment to delivering quality service.
Understanding client requirements
Requirements ensure that the solutions align with the specific needs and context of the client. In this context, client requirements refer to the conditions, features or capabilities; however, the focus shifts from identifying these requirements. Now, you must confirm whether these requirements have been met during the problem resolution process.
Confirming client requirements
Confirming that client requirements have been met is vital for successful problem resolution. Check your organisation's procedures, as there may be standardised steps you need to follow to do so. You may also consider referring to the steps listed here:
Revisit the client's initial requirements. Ensure you have a clear understanding of what the client needs. For example, think of a situation where the client initially requested a faster network connection. This request is made to improve their office's internet speed. You should make sure you understand this requirement.
Examine the solutions that are implemented to address the client's ICT problems. For instance, the solution involved upgrading network equipment. You must verify that this upgrade is completed as planned.
Compare the implemented solutions with the client's initial requirements. Check if they align with what is originally requested. If the client wants an improved internet speed and the upgrade achieves this, you can confirm that this requirement is met.
Test the functionality of the ICT systems or solutions to ensure they perform as expected. For example, a client required enhanced security features. You must verify that the security measures put in place are effective.
Reach out to the client to ensure their satisfaction and validate that their requirements have been fulfilled. This can be done via email, call or instant messaging. Ask the client for their feedback if the implemented solutions meet their expectations and align with their initial requirements.
Maintain records that confirm that client requirements have been met. Documentation is essential for both record-keeping and accountability. It demonstrates that you have fulfilled the client's needs.
Confirming requirements via client feedback
When you seek feedback, you are essentially asking the client if their needs and expectations have been satisfied. This feedback can provide valuable insights into:
- the effectiveness of the solutions provided
- whether the client is content with the problem resolution.
By confirming client requirements and seeking feedback, you create a continuous loop of improvement. For instance, the client's feedback indicates that:
- their requirements were met or not
- there are areas for enhancement.
This feedback allows you to take further action to address these issues. Additionally, this iterative process ensures that client satisfaction remains a priority. It also helps you consistently deliver high-quality ICT support services.
Addressing outstanding client requirements is fundamental to achieving complete problem resolution. Ensuring that all client needs and expectations are met leads to improved client satisfaction and a stronger client-provider relationship.
Resolving outstanding client requirements and escalating when required are integral to confirming problem resolution. It ensures that:
- no issues are left unresolved
- the client's needs have been fully addressed.
This ultimately contributes to successful and comprehensive problem resolution in client-based ICT support.
Resolving outstanding requirements
Outstanding client requirements refer to the specific needs, conditions or requests made by a client that were not fully addressed or resolved during the initial problem-resolution process. These requirements are the elements that:
- may have been overlooked
- were not adequately met
- remained unresolved.
At this stage, it is important to resolve any outstanding client requirements that may not have been fully met during the initial resolution. ICT support should take action to resolve those outstanding client requirements. If required, escalate the matter to ensure comprehensive problem resolution.
The following video outlines what is involved when resolving client issues effectively and efficiently. Pay attention to the types of resources used during problem resolution and knowledge management procedures, and verify that the client's requirements are met.
Watch
Examples of outstanding client requirements
Below are some examples of outstanding client requirements:
For instance, the client initially reported a network connectivity problem. However, this was not entirely fixed. There might still be intermittent connectivity issues that need attention
The client requested software updates to improve system performance. However, the updates might not have resolved the performance issues entirely. This has led to outstanding requirements for further optimisations.
In some cases, the client may have required a specific problem resolution within a set time frame. However, the resolution was not achieved within the stipulated time frame. In this case, meeting this deadline becomes an outstanding requirement.
The client requested user training alongside problem resolution. However, the training was insufficient or not conducted. In this case, providing the necessary training becomes an outstanding requirement.
Escalating outstanding requirements
There are times when client requirements, including those outstanding, cannot be fully addressed either at your level or within your team. In these situations, it is vital to escalate the matter to ensure client satisfaction. Escalation involves engaging with higher levels of technical expertise or managerial authority.
Escalation becomes necessary when standard procedures are insufficient to resolve outstanding issues. However, escalation should occur only when the situation demands it. You can access additional resources and expertise to address complex problems effectively by understanding when and how to escalate. This also means that you must use your judgement to determine when the problem:
- Exceeds the capabilities of your current level of support
- Needs higher-level intervention.
The following video demonstrates how a client problem ticket can be escalated to a higher level using a help desk system
Watch
Escalation procedure
Here is how you can effectively escalate as required:
- Identify the need for escalation: Recognise when an issue or requirement is beyond your current capacity to resolve. This could be due to its complexity, the need for specialised knowledge or because it falls under the purview of higher management.
- Consult organisational guidelines and practices: Refer to your organisation's documented guidelines and practices on how to escalate client issues. These should specify when and how escalations should be carried out.
- Determine the appropriate escalation path: Identify the correct pathway for escalation depending on the nature of the client's requirement or issue. This might involve reaching out to technical specialists or even department heads.
- Notify relevant parties: Follow the notification process outlined in your organisation's guidelines. Ensure that all the necessary information is provided to:
- The higher authority
- The designated team that will handle the escalation
- Maintain client communication: Maintain clear and transparent communication with the client throughout the escalation process. Keep them informed about the escalation, the expected time frames and any changes in the resolution process.
- Follow up: Remember to follow up on the progress after the escalation. Ensure that the client's requirements are being addressed as planned. Keep the client updated.
To resolve outstanding client requirements and escalate as required, remember to adhere to your organisation's established guidelines and practices. This applies to both problem resolution and escalation. This also ensures that client issues are addressed comprehensively and effectively. In turn, it ultimately leads to client satisfaction.
Here is a case study showing how to resolve outstanding client requirements and escalate as required.
Case Study
Case study activity
Complete the following five (5) activities, based on the scenario. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
In client-based ICT support it is important to complete the required documentation and take the necessary action for problem closure. This involves key processes such as forwarding client feedback for sign-off and recording in the problems database. As an ICT specialist, you need to grasp the importance of forwarding feedback and maintaining detailed records.
Ultimately, these practices are highly relevant to confirming problem resolution. They establish a systematic approach to verifying that client feedback has been addressed. They also ensure that ICT support continually evolves to meet the ever-changing needs of your clients.
Forward client feedback for sign-off
Forwarding client feedback to the required personnel for sign-off serves as a pivotal step in confirming problem resolution. It allows for validation and approval of the actions taken to address client issues. This ensures that the provided solutions align with the client's needs and expectations. This process contributes to the transparency and accountability of the ICT support function.
Who is involved in the sign-off process?
In the context of confirming problem resolution, a sign-off is also a formal approval. It acknowledges that a specific issue or task has been successfully addressed and resolved. It also serves as evidence that the problem has been rectified according to the client's requirements and organisational standards.
The required personnel for sign-off can vary depending on the nature of the issue and the organisational structure. These could include the following individuals such as the IT manager, IT help desk or other specialised teams(e.g. hardware, software, network support).
Here are some examples of other personnel who may be required or involved in the sign-off process:
| Authorised business representative | They represent the business or client's interests. They have the authority to confirm that the issue has been resolved to their satisfaction. |
| Client | The end-user or client who initially reported the problem is a key figure in the sign-off process. Their confirmation that the issue has been satisfactorily addressed is crucial. |
| Help desk person | The help desk personnel involved in the initial support process may also be part of the sign-off process. They ensure that the problem has been resolved according to their initial assessment. |
| Subject matter expert (SME) | There may be cases where a particular issue requires specialised knowledge. In such scenarios, an SME may be consulted to provide their expertise and validate the resolution. |
| Supervisor | A supervisor from the relevant team (e.g. hardware, software or network support) may be involved in sign-off. They ensure that the resolution aligns with organisational standards and procedures. |
| System administrator | If the issue relates to system-level problems, a system administrator may be included in the sign-off process. They would verify that the problem has been fixed at the system level. |
The steps to obtain sign-off
The emphasis is on documenting the client's perspective and their input regarding the problem and its resolution. This is crucial for understanding their needs and improving client support. To forward client feedback to required personnel for sign-off, consider these steps:
Refer to your organisation's guidelines and procedures for forwarding client feedback for sign-off. These provide specific details on how client feedback should be handled within your organisation.
Review the existing feedback records located in your organisation's feedback management system or problems database. This ensures that you consider all relevant feedback provided by clients. This includes any follow-up comments or additional information they may have shared.
Ensure that you promptly document cases where you receive new feedback from clients. Include a detailed description of the feedback provided. This especially applies if it contains new insights or suggestions.
Categorise the feedback into relevant groups depending on their nature. For example, you might have categories like:
- Software issues - Hardware improvements - General suggestionsCategorisation helps in directing the feedback to the suitable personnel.
Determine who within your organisation is responsible for reviewing and approving client feedback. This may include supervisors, SMEs or authorised business representatives. In some cases, it might be a dedicated feedback review team.
Send the documented feedback to the identified personnel or teams. Depending on your organisation's practices, this can be done through:
- Internal communication channels
- Feedback management systems
When forwarding the feedback, include any relevant context or information. This can especially help the reviewing personnel understand the client's perspective. If there are associated records in the problems database, refer to those records to provide additional context.
Communicate to the reviewing personnel that their sign-off is required. This sign-off indicates their acknowledgement and agreement that the client's feedback has been effectively acted upon to confirm problem resolution
Follow up with the designated personnel to ensure the feedback is not overlooked. This especially applies if you do not receive a sign-off or response within a reasonable time frame. Regular communication is essential to keep the process moving.
Record in problems database
After forwarding the client feedback to the required personnel for sign-off, you must also record the necessary information in a problems database.
A problems database is a structured record-keeping system used in client-based ICT support. It serves as a central repository for documenting and managing information related to client issues. This database is essential for tracking, resolving and analysing client-specific ICT challenges. It ensures accountability and provides a historical record of the following:
- Client interactions
- Problem resolutions
Both databases involve recording information about problems and their resolutions. However, the database of known problems is a broader knowledge repository. It is used for general organisational issues and solutions. On the other hand, a problems database is client-specific and used in the context of individual client interactions. They serve different purposes and are applied at different stages of client-based ICT support.
What is recorded in the problems database?
The problems database not only captures the history of client concerns but also aids in tracking the progress of problem resolution over time. It is an essential reference for the ICT support team. It enables the following:
- The review and analysis of recurring issues
- The identification of trends that can inform future improvements
In a problems database, you typically record a variety of information related to client issues and their resolutions. Here are some examples of how to record each piece of information:
| Description of the problem | Record a detailed description of the problem or issue you encountered. This should be clear and specific, outlining the nature of the problem. For example, if a client experiences frequent network disconnects, describe the issue in detail. |
| Date and time | Record the date and time when the problem was reported and resolved. This is essential for tracking issues and understanding their history. |
| Client details | Include information about the client who reported the problem. This may consist of their name, contact information and any relevant organisational details. |
| Client feedback | Document feedback provided by the client regarding the problem and its resolution. This can be crucial in understanding the client's perspective and improving client support. |
| Resolution details | Document how the problem was resolved. This could involve step-by-step instructions, configurations or any changes made to the system. For instance, if you resolved a software issue by updating the application, detail the steps taken. |
| Technical details | Include technical specifications and details for more complex issues. This can help in understanding the technical aspects of the problem and its resolution. For instance, if the problem is related to server performance, include server specifications. |
| Assigned personnel | Document other team members’ or specialists’ names and roles if the problem requires their involvement. This provides accountability and helps in recognising who contributed to the solution. |
| Solutions applied | Describe the solutions that were implemented to resolve the problem. This could be specific fixes, patches or other measures taken. For instance, if you installed a software patch to fix a bug, document the patch details. |
| Lessons learnt | Include any lessons learnt from resolving the problem. This can be useful in improving future support and problem-solving processes. |
The steps for recording information in the problems database
Recording client feedback and relevant information in the problems database serves as a repository of valuable information. It maintains a comprehensive record of issues and solutions and ensures that the organisation has a knowledge repository for efficient problem-solving and decision-making.
Here are steps for you to consider when recording in the problems database:
Consult your organisation's guidelines and procedures for recording client feedback. These provide specific instructions on the structure, format and requirements for database entries. Adhering to these guidelines ensures consistency and compliance with organisational standards.
Log into your organisation's designated problems database. This is a centralised platform for documenting issues, challenges and their corresponding solutions.
Search for the existing problem entry in the problems database. Then, in the description section, add the following:
- a detailed account of the client’s feedback
- the context in which it was received
- any relevant technical details.
Assign appropriate tags to the entry. Doing so helps in organising and retrieving entries efficiently. Select categories or tags that best represent the type of issue or feedback.
Attach files, documents or screenshots related to the feedback to the entry, if any. This can provide additional context and assist in understanding the issue better.
Specify the client's identity, which may include their name, contact information or client ID. Also, indicate the source of the feedback. It may have come through email, a help desk ticket or another communication channel.
Record the actions taken in response to the client's feedback. Explain the troubleshooting, resolutions or any improvements implemented based on the feedback.
Observe the status and priority level. Most problems databases allow you to set the status and priority of the entry. Choose an appropriate status, such as:
- open
- resolved
- pending
Assign a priority level based on the urgency of the issue.
Review the information you recorded before finalising the entry. Doing so ensures accuracy and completeness. Confirm that all relevant data is included.
Save the entry once you are satisfied with it. This action stores the information in the problems database for future reference.
Notify relevant personnel about the new entry if your organisation's procedures require it. Include those responsible for reviewing and taking further action. Otherwise, the problems database should already send out automated notifications. This is to inform the relevant personnel of the updated feedback.
Recording feedback in a problems database is crucial in client-based ICT support. It allows you to maintain a comprehensive record of client ICT problems and support activities. By documenting client feedback in a structured manner, you ensure a knowledge repository for the following:
- Efficient problem-solving
- Decision-making
- Continuous improvement
This process helps you serve clients better, enhancing the overall client support experience.
Problem closure
Problem closure in ICT support involves verifying issue resolution, confirming with the user, documenting the solution, updating records, and closing the support ticket. It ensures the problem is fully resolved, user satisfaction is achieved, and knowledge is captured for future reference.
The following video provides an overview of what is involved when closing a problem ticket. When watching the video, pay attention to the various types of documentation that need to be completed and verification processes followed before the issue ticket is formally closed.
Watch
Here is a case study on how to forward client feedback to required personnel for sign-off and record in the problems database
Case Study
Case study activity
Complete the following three (3) activities, based on the scenario. You may repeat this activity as often as you like. Use the navigation at the bottom of the activity to move between the different activities.
How did you go?
Congratulations on completing the topic Confirm problem resolution.
In this topic, you learnt how to:
- obtain and respond to client feedback
- confirm client requirements have been met
- resolve outstanding client requirements
- document completion and problem closure.
Key points to remember
- Client feedback refers to the input, comments and opinions provided by the client regarding the problem resolution process. This could also involve their feedback on the quality of ICT support services provided by your organisation.
- Confirming that client requirements have been met is vital. It ensures that the client's needs and expectations have been fully addressed. Thus, it enhances the quality of the problem resolution process.
- Organisational practices for resolving client problems and escalating are the established routines and methods that an organisation follows in its day-to-day operations to manage client issues. These practices are the practical application of the guidelines. They outline how issues are actually addressed and how escalations are executed.
- A problems database is a structured record-keeping system used in client-based ICT support. It serves as a central repository for documenting and managing information related to client issues.
