How to handle user for troubleshooting PC?

[Eric]

One of the user is very aggressive, when someone fixes her computer, she will
ask many questions to understand what cause the problem, today, some
technician comes to check the hardware, when the PC's cover open, she put her
head inside the computer, and see what is going on, Oh no, she gets no idea
on what she is doing, and supposes to leave space and let technician come and
check, does anyone know how to handle this kind of users?
Thanks in advance for any suggestions
Eric

 

[Alister]

One of the user is very aggressive, when someone fixes her computer, she
will
ask many questions to understand what cause the problem, today, some
technician comes to check the hardware, when the PC's cover open, she put
her
head inside the computer, and see what is going on, Oh no, she gets no
idea
on what she is doing, and supposes to leave space and let technician come
and
check, does anyone know how to handle this kind of users?
Thanks in advance for any suggestions
Eric

1/ Take the time to explain the problem simply to the user - It doesn't hurt
and she may be genuinely interested.

2/ If the user continues to pester your technician, explain politely to the
user that although her interest is gratifiying, your technician is very busy
and needs to get on with his job.

3/ If that fails, talk to the user's line manager and ask that he / she has
a word with the user.

4/ If that fails, arrange that the user's desktop wallpaper has the words
DON'T ASK written across it in big red letters.

Alister

 

[R. McCarty]

Recommend a book for them to read while reminding them the PC
maintenance is the IT technician's responsibility. Technical training is
beyond a hands-on person's tasks. I frequently have to remind some
customers that there is a difference between simple explanations &
doing a personal seminar on PCs.
If the Tech starts answering questions it usually only "Enables" the
user to move on to more "Twiddling" with a PC that ends up causing
more issues.

 

[Pegasus [MVP]]

One of the user is very aggressive, when someone fixes her computer, she
will
ask many questions to understand what cause the problem, today, some
technician comes to check the hardware, when the PC's cover open, she put
her
head inside the computer, and see what is going on, Oh no, she gets no
idea
on what she is doing, and supposes to leave space and let technician come
and
check, does anyone know how to handle this kind of users?
Thanks in advance for any suggestions
Eric

Talk to her manager and ask that your staff be allowed to fix things without
being interrupted and disturbed. If you don't get anywhere, take the PC to
the workshop when asked to do maintenance.