Go to page: 1 2 

Printer Friendly Version

Help desk agents (HDA) are often the target of users' anger and frustration. When users experience technical problems they need an outlet for their stress. They can't take it out on an application or a computer so They -- consciously or subconsciously -- take it out on those tasked with trying to solve their problems. This is kind of counter-productive, isn't it?

While it's true that some HDAs can worsen the situation by objectifying the user (see It's Not About the Byte: Creating a Human Help Desk) during technical problem resolution, more often than not, a "difficult" user is only in that altered state because of stress -- call it temporary insanity.

Understanding Users

During moments of stress caused by technical failures, users can become a little less than polite -- a euphemism for being totally PO'd. But their frustration is about the situation, not the HDA.

Recent Paul Chin articles

It's Not About the Byte: Creating a Human Help Desk When the Intranet Going Gets Tough (Leadership, Part 4) The Importance of Intranet Leadership, Part 1 Resolving Conflicts on Intranet Teams (Leadership, Part 3)

It usually has nothing to do with the HDA. Users are simply directing their anger about their predicament at the HDA because they have no other outlet short of breaking their keyboard in half. Much of a user's remarks and behavior is based on negative emotion rather than intellect. Unfortunately, HDAs are the recipients of users' reactions to difficult situations.

HDAs, for their part, must also redirect their attention to the situation, not a difficult user. This will help alleviate the natural tendency to become angry with the user -- and possibly lash out at them -- which will only worsen the situation. HDA's need to understand the source of a user's frustration; it can be a combination of any of the following:

Lack of personal control -- Users are not in control of the situation when experiencing technical problems. Not being in the driver's seat can cause them to feel as through they're at the mercy of a third party.

Lack of attention and action -- Users will feel neglected when it takes too long for a HDA to contact them or take too long to resolve the problem.

Unmet expectations -- Users will be underwhelmed when the resolution to a problem doesn't meet their expectation.

Feelings of isolation-- Users can feel isolated and alone when in dire straits because they have no one to relate to.

When dealing with angry or frustrated users, HDAs must help them regain their composure so that they will be in a better frame of mind to assist in the problem resolution process. When dealing with jerks, however, HDAs must gain control of themselves, their emotions, and their reactions so that they don't end up landing a right hook on the user's noggin. Regardless of personal opinions of the user, HDAs must be able to help all users with the equal diligence.

Tips for Dealing with Difficult Users and Situations

Handling difficult situations with high-strung users can sometimes make HDAs feel as though they're members of the bomb squad: The slightest action one way can diffuse the situation, but an action another way can set them off. Knowing how to handle a frustrated

Go to page: 1 2 

Printer Friendly Version