{"id":37126,"date":"2019-10-31T22:15:53","date_gmt":"2019-10-31T19:15:53","guid":{"rendered":"https:\/\/prohoster.info\/blog\/razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom\/"},"modified":"2019-10-31T22:15:53","modified_gmt":"2019-10-31T19:15:53","slug":"razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom","status":"publish","type":"post","link":"https:\/\/prohoster.info\/cs\/blog\/administrirovanie\/razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom","title":{"rendered":"Anal\u00fdza p\u0159\u00edpadu o komunikaci s \"t\u011b\u017ek\u00fdm\" klientem","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p><img decoding=\"async\" alt=\"Anal\u00fdza p\u0159\u00edpadu o komunikaci s &quot;t\u011b\u017ek\u00fdm&quot; klientem\" src=\"\/wp-content\/uploads\/2019\/08\/824fdbb6ccb9e743b0d425faec1d6fa0.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<i>N\u011bkdy \u010del\u00ed technick\u00e1 podpora t\u011b\u017ek\u00e9 volb\u011b: zvolit model dialogu \u201eJsme pro vysokou kulturu slu\u017eeb!\u201c nebo \u201eStiskni tla\u010d\u00edtko \u2013 dostane\u0161 v\u00fdsledek\u201c?.<\/i><\/p>\n<blockquote><p>\u2026Zlomen\u00e9 k\u0159\u00eddlo z vaty,<br \/>\nLehneme si do oblak jako do hrob\u016f.<br \/>\nMy, b\u00e1sn\u00edci, jsme z\u0159\u00eddka svat\u00ed,<br \/>\nMy, b\u00e1sn\u00edci, jsme \u010dasto slep\u00ed.<br \/>\n(Oleg Lady\u017eenskij)<\/p><\/blockquote>\n<p><noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nPr\u00e1ce v technick\u00e9 podpo\u0159e nen\u00ed jen o vtipn\u00fdch histork\u00e1ch o samopohybuj\u00edc\u00edm se \u010dase a GPS jednoro\u017ec\u00edch, a dokonce nejen o detektivn\u00edch \u00faloh\u00e1ch ve stylu Hercula Poirota. <\/p>\n<p>Technick\u00e1 podpora je p\u0159edev\u0161\u00edm o komunikaci, a ta p\u0159edpokl\u00e1d\u00e1 lidi, a mezi na\u0161imi klienty jsou velmi rozmanit\u00e9 postavy:<\/p>\n<ul>\n<li> N\u011bmec, pracuj\u00edc\u00ed z kav\u00e1rny naproti sv\u00e9 kancel\u00e1\u0159i v Berl\u00edn\u011b, majitel skute\u010dn\u011b seversk\u00e9 trp\u011blivosti, dokonal\u00e9ho klidu, pe\u010dliv\u011b vyv\u00e1\u017een\u00e9 s\u00edt\u011b, \u0161irok\u00e9ho parku <a class=\"wpil_keyword_link\" href=\"https:\/\/prohoster.info\/cs\/server\/\"   title=\"servery\" data-wpil-keyword-link=\"linked\"  data-wpil-monitor-id=\"1349\">servery<\/a> a kognitivn\u00edch schopnost\u00ed to v\u0161echno nastavit a udr\u017eovat na A+. Jeho po\u017eadavky obvykle vyvol\u00e1vaj\u00ed stejnou reakci, jako posledn\u00ed knedl\u00edk na tal\u00ed\u0159i ve velk\u00e9 spole\u010dnosti a ne\u010dasn\u00e9 zhasnut\u00ed sv\u011btla.<\/li>\n<li>Brit, kter\u00fd za posledn\u00edch 5 let zm\u011bnil dv\u011b spole\u010dnosti, ale ne styl pr\u00e1ce se supportem. Od jeho p\u0159\u00edpad\u016f bu\u010f ut\u00edkaj\u00ed jako od moru, nebo je berou, p\u0159edem tu\u0161\u00edce, jak\u00e1 \u201ekr\u00e1sa\u201c pr\u00e1ce s t\u00edmto mu\u017eem, nebo\u0165 m\u016f\u017ee bez varov\u00e1n\u00ed p\u0159evz\u00edt kontrolu b\u011bhem vzd\u00e1len\u00e9 relace (aby zkontroloval svou po\u0161tu, n\u011bkdy i osobn\u00ed), tla\u010dit na in\u017een\u00fdry a veden\u00ed kv\u016fli mali\u010dkostem a nakonec tak\u00e9 tak n\u00e1hle uzav\u00edrat po\u017eadavky s koment\u00e1\u0159em \u201eDUPLIK\u00c1T\u201c. <\/li>\n<li>Ind, s mnohosyllabov\u00fdm a nevysloviteln\u00fdm p\u0159\u00edjmen\u00edm, vyvracej\u00edc\u00ed v\u0161echny m\u00fdty o indick\u00e9m IT: slu\u0161n\u00fd, klidn\u00fd, kompetentn\u00ed, \u010dtouc\u00ed dokumentaci, naslouchaj\u00edc\u00ed rad\u00e1m in\u017een\u00fdra a v\u0161e v\u017edy d\u011blaj\u00edc\u00ed s\u00e1m, majitel kr\u00e1sn\u00e9ho turbanu (ano, na\u0161li jsme ho na Facebooku) a perfektn\u00edho oxfordsk\u00e9ho p\u0159\u00edzvuku. <\/li>\n<\/ul>\n<p>\nTakov\u00e9 \u201ejmenovit\u00e9\u201c klienty si ka\u017ed\u00fd in\u017een\u00fdr m\u016f\u017ee vybavit s p\u011bti lidmi, ani\u017e by p\u0159\u00edli\u0161 p\u0159em\u00fd\u0161lel. N\u011bkter\u00fdmi d\u011bs\u00edme na\u0161e nov\u00e1\u010dky (\u201ekdy\u017e se bude\u0161 \u0161patn\u011b chovat v labu \u2013 p\u0159ijde bub\u00e1\u010d a!..\u201c), n\u011bkter\u00fdmi se chlub\u00edme (\u201ea u\u017e m\u00e1m s N. uzav\u0159eno 5 po\u017eadavk\u016f!\u201c). A \u010dast\u011bji si dokonce pamatujeme a rozum\u00edme, \u017ee pozitivn\u00ed a negativn\u00ed p\u0159\u00edklady jsou jen na\u0161e vn\u00edm\u00e1n\u00ed, kter\u00e9 poch\u00e1z\u00ed z komunikace, na\u0161\u00ed s klienty a klient\u016f s n\u00e1mi.<\/p>\n<p>A ta komunikace b\u00fdv\u00e1 velmi r\u016fzn\u00e1.<\/p>\n<p>N\u011bkolikr\u00e1t jsme psali o <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/252019\/\">\u201ed\u00e9monech\u201c, kte\u0159\u00ed br\u00e1n\u00ed in\u017een\u00fdr\u016fm pracovat se z\u00e1kazn\u00edky<\/a><\/noindex>, a nyn\u00ed chci uk\u00e1zat, jak to vypad\u00e1, na \u017eiv\u00e9m p\u0159\u00edkladu.<\/p>\n<p>Zde je dobr\u00fd p\u0159\u00edklad star\u00fd dva roky: reakce z\u00e1kazn\u00edka na \u201etradi\u010dn\u00ed\u201c kroky p\u0159i odstra\u0148ov\u00e1n\u00ed probl\u00e9m\u016f ze strany in\u017een\u00fdra a reakce in\u017een\u00fdra na styl komunikace z\u00e1kazn\u00edka.<\/p>\n<h3>P\u0159\u00edpad o fragmentaci<\/h3>\n<p>\nTak\u017ee p\u0159\u00edpad: velmi zku\u0161en\u00fd a technicky zdatn\u00fd z\u00e1kazn\u00edk pod\u00e1v\u00e1 \u017e\u00e1dost k technick\u00e9 podpo\u0159e a pokl\u00e1d\u00e1 p\u0159\u00edmou ot\u00e1zku, p\u0159i\u010dem\u017e poskytuje mnoho podrobnost\u00ed k popisu situace.<\/p>\n<p>Odv\u00e1\u017eil jsem se p\u0159etvo\u0159it korespondenci na dialog, zachov\u00e1vaje stylistick\u00e9 rysy.<\/p>\n<p><i>Z\u00e1kazn\u00edk (Z): \u2014 Dobr\u00fd den, pane. Jmenuji se Marko Santino, vyu\u017eili jsme va\u0161ich osv\u011bd\u010den\u00fdch praktik a nainstalovali si nejnov\u011bj\u0161\u00ed technologii, kterou doporu\u010dujete, ale vid\u00edme, \u017ee v\u00fdkonnost syst\u00e9mu se kriticky sni\u017euje kv\u016fli vysok\u00e9 fragmentaci. M\u016f\u017eete mi pros\u00edm \u0159\u00edct, jestli je to norm\u00e1ln\u00ed?<\/p>\n<p>In\u017een\u00fdr (I): \u2014 Ahoj, Marko! Jmenuji se Ignat a pomohu ti. Je to v\u017edy tak? Zkou\u0161eli jste defragmentaci?<\/p>\n<p>(Z): \u2014 V\u00e1\u017een\u00fd Ignate! Ano, je to tak v\u017edy. Zkou\u0161eli jsme defragmentaci, ale bohu\u017eel to trv\u00e1 p\u0159\u00edli\u0161 dlouho p\u0159i pln\u00e9m v\u00fdpadku syst\u00e9mu, a proto to nen\u00ed mo\u017en\u00e9.<\/p>\n<p>(I): \u2014 Posly\u0161, ale j\u00e1 nemohu naj\u00edt ty osv\u011bd\u010den\u00e9 praktiky. Kde jsi je na\u0161el? A co zkusit defragmentaci, co?<\/p>\n<p>(Z): \u2014 V\u00e1\u017een\u00fd Ignate! Ch\u00e1peme, \u017ee na\u0161i probl\u00e9mu neberete v\u00e1\u017en\u011b a s obt\u00ed\u017eemi se br\u00e1n\u00edme p\u0159\u00edm\u00e9, nikoli politicky korektn\u00ed odpov\u011bdi, p\u0159esto se pokus\u00edme na v\u00e1s odpov\u011bd\u011bt. Nem\u00e1me va\u0161e zku\u0161enosti (v IT jsme teprve od roku 1960) a velmi v\u00e1m d\u011bkujeme za va\u0161i pr\u00e1ci a \u00fasil\u00ed o na\u0161e vzd\u011bl\u00e1n\u00ed. Osv\u011bd\u010den\u00e9 praktiky n\u00e1m p\u0159edali va\u0161i Product Managers b\u011bhem ve\u010de\u0159e v Barcelon\u011b a poslal jsem v\u00e1m na n\u011b odkaz. R\u00e1di bychom se v\u00e1s, Ivane, ptali p\u0159\u00edmo: je tato situace norm\u00e1ln\u00ed? Pokud s n\u00e1mi nechcete mluvit, pros\u00edm, najd\u011bte n\u011bkoho, kdo n\u00e1m m\u016f\u017ee pomoci.<\/p>\n<p>(I): \u2014 Marko, j\u00e1 ty osv\u011bd\u010den\u00e9 praktiky n\u011bjak nemohu naj\u00edt. Pot\u0159ebuji protokoly a p\u0159ed\u00e1m probl\u00e9m jin\u00e9mu in\u017een\u00fdrovi. \u0158eknu v\u00e1m tohle: pokud vid\u00edte fragmentaci a ned\u011bl\u00e1te defragmentaci \u2014 je to hloup\u00e9 a nezodpov\u011bdn\u00e9. A v\u016fbec, jak se v\u00e1m poda\u0159ilo zam\u011bnit u\u0161lechtil\u00e9 jm\u00e9no \u201eIgnat\u201c a nazvat m\u011b Ivanem? <\/p>\n<p>(K): \u2014 Tak, sta\u010d\u00ed! J\u00e1, Ignate, nejsem tv\u016fj bratr ani \u0161vagr, abys m\u011b oslovoval jm\u00e9nem, proto se laskav\u011b obracej na m\u011b jako na Gn. Santina! Pokud nem\u016f\u017ee\u0161 naj\u00edt dokument, nezvl\u00e1d\u00e1\u0161 tak jednoduch\u00fd \u00fakol, bu\u010f odejdi z firmy, nebo se zeptej jeho autora, kter\u00fd n\u00e1m dokument p\u0159edal! Co se t\u00fd\u010de log\u016f, nem\u016f\u017eeme ti je poskytnout bez zvl\u00e1\u0161tn\u00edho schv\u00e1len\u00ed, proto\u017ee pracujeme s tajn\u00fdmi dokumenty. Tvoje rozho\u0159\u010den\u00ed ohledn\u011b m\u00e9 chyby ukazuje tvoji neznalost a nevychovanost. Je mi t\u011b l\u00edto. A nakonec: pokud \u0159\u00edk\u00e1me, \u017ee jsme \u201ezkou\u0161eli defragmentovat\u201c a \u017ee je to \u201enemo\u017en\u00e9\u201c, znamen\u00e1 to, \u017ee jsme se sna\u017eili a nen\u00ed to mo\u017en\u00e9. Ignate, pros\u00edm, p\u0159esta\u0148 tr\u00e1pit hloupostmi a v\u011bnuj se sv\u00e9 pr\u00e1ci \u2014 bu\u010f n\u00e1m dej odpov\u011b\u010f, nebo najdi n\u011bkoho, kdo n\u00e1m ji poskytne!<\/i><\/p>\n<p>Po tomto byla \u017e\u00e1dost p\u0159ed\u00e1na na vy\u0161\u0161\u00ed \u00farove\u0148, kde tak\u00e9 zem\u0159ela \u2013 klient \u017e\u00e1dn\u00e9 logy neposkytl, plnohodnotn\u00e9 testov\u00e1n\u00ed nic nep\u0159ineslo a probl\u00e9m se prost\u011b nedal potvrdit.<\/p>\n<p>Ot\u00e1zka: co mohl in\u017een\u00fdr ud\u011blat, aby se vyhnul vyhrocen\u00ed situace a eskalaci konfliktu?<\/p>\n<p>(Zkuste na tuto ot\u00e1zku odpov\u011bd\u011bt sami, ne\u017e budete \u010d\u00edst d\u00e1le).<\/p>\n<p>Lirick\u00e9 technick\u00e9 odbo\u010den\u00ed<br \/>\nPro milovn\u00edky h\u00e1danek a odpov\u011bd\u00ed na ot\u00e1zku \u201ekdo je vrah?\u201c: probl\u00e9m se uk\u00e1zal b\u00fdt mnohem z\u00e1va\u017en\u011bj\u0161\u00ed: fragmentace ReFS nejen ovliv\u0148ovala diskov\u00e9 operace, ale v n\u011bkter\u00fdch p\u0159\u00edpadech zvy\u0161ovala spot\u0159ebu CPU a RAM a\u017e desetin\u00e1sobn\u011b, a nejen u klient\u016f Veeam \u2013 posti\u017eeni mohli b\u00fdt v\u0161ichni u\u017eivatel\u00e9 ReFS.<\/p>\n<p>Microsoft pot\u0159eboval v\u00edce ne\u017e rok, s podporou mnoha dodavatel\u016f, aby tuto chybu kone\u010dn\u011b opravil (v \u010dem\u017e vid\u00edme i sv\u016fj pod\u00edl \u2013 bylo zlomeno nem\u00e1lo kopi\u00ed o podpo\u0159e tohoto giganta na v\u0161ech \u00farovn\u00edch).<\/p>\n<p>J\u00e1, kdy\u017e odpov\u00edd\u00e1m na ot\u00e1zku \u201eco se dalo ud\u011blat?\u201c, chci polo\u017eit jinou, v\u011b\u010dnou ot\u00e1zku: \u201eKdo je vinen?\u201c<\/p>\n<p>Z profesn\u00ed solidarity bych velmi r\u00e1d \u0159ekl: \u201eVinen je klient\u201c \u2014 a za\u010dal bych h\u00e1jit in\u017een\u00fdra. Jako vedouc\u00ed, kter\u00fd neust\u00e1le hodnot\u00ed pr\u00e1ci sv\u00fdch in\u017een\u00fdr\u016f, vid\u00edm chyby, kter\u00e9 Ignat ud\u011blal. Kdo m\u00e1 pravdu?<\/p>\n<h3>Rozeb\u00edr\u00e1me v\u0161e v po\u0159ad\u00ed<\/h3>\n<p>\nTento p\u0159\u00edpad je velmi tvrd\u00fd, ot\u00e1zek je v\u00edce ne\u017e odpov\u011bd\u00ed.<\/p>\n<p>Form\u00e1ln\u011b Ignat v\u0161e d\u011blal dob\u0159e: <\/p>\n<ul>\n<li>dodr\u017eoval jednu z z\u00e1kladn\u00edch hodnot Veeam: Conversation from the heart;<\/li>\n<li>obracel se na klienta jm\u00e9nem;<\/li>\n<li> up\u0159esnil situaci, ne\u017e nab\u00eddl \u0159e\u0161en\u00ed.<\/li>\n<\/ul>\n<p>\nMohl se vyhnout takov\u00e9mu vyost\u0159en\u00ed situace?<\/p>\n<p>Mohl: v\u0161imnout si, jak se pan Santino vyjad\u0159uje (jen form\u00e1ln\u011b a p\u0159\u00edjmen\u00edm), vyhnout se \"z\u00e1kladn\u00edm ot\u00e1zk\u00e1m\", projevit z\u00e1jem o probl\u00e9m a sl\u00edbit, \u017ee zjist\u00ed, zda je takov\u00e9 chov\u00e1n\u00ed norm\u00e1ln\u00ed.<\/p>\n<p>Minim\u00e1ln\u00ed kroky, bez technick\u00e9 \u010d\u00e1sti \u2013 a u\u017e by pomohly \"uhasit\" situaci. Ale i kdy\u017e to bylo opomenuto \u2013 jen \"nic ned\u011blat\" by tak\u00e9 trochu pomohlo.<\/p>\n<p>Zn\u00ed to samoz\u0159ejm\u011b: nebrat si chybu osobn\u011b, neomezovat se na sarkastick\u00e9ho klienta (i kdy\u017e v\u0161echno nazna\u010duje p\u0159ehnan\u00e9 ego), nep\u0159en\u00e1\u0161et rozhovor na osobn\u00ed rovinu, nepodl\u00e9hat provokac\u00edm\u2026 Kolik t\u011bch \"ne\" je, a v\u0161echna jsou d\u016fle\u017eit\u00e1 a v\u0161echny se t\u00fdkaj\u00ed komunikace.<\/p>\n<p>A co klient? Dopisy ps\u00e1ny \"vysok\u00fdm stylem\", neust\u00e1l\u00e9 odkazy na jeho spojen\u00ed na nejvy\u0161\u0161\u00ed \u00farovni, zahalen\u00e9 ur\u00e1\u017eky a pocit opovr\u017een\u00ed ze zd\u00e1nliv\u00e9 ne\u00facty? Ano, m\u016f\u017eeme to \u010d\u00edst pr\u00e1v\u011b tak. Na druhou stranu \u2013 je pan Santino skute\u010dn\u011b v pr\u00e1vu ve sv\u00e9 zlost?<\/p>\n<p>A p\u0159esto, co bylo mo\u017en\u00e9 ud\u011blat z obou stran? Vid\u00edm to takto:<\/p>\n<p>Z pohledu in\u017een\u00fdra:<\/p>\n<ul>\n<li>ocenit m\u00edru form\u00e1lnosti klienta;<\/li>\n<li>m\u00e9n\u011b db\u00e1t na \"z\u00e1kladn\u00ed izolaci\";<\/li>\n<li>(nyn\u00ed to bude subjektivn\u00ed) pozorn\u011bji \u010d\u00edst dopisy;<\/li>\n<li>odpov\u011bd\u011bt na ot\u00e1zky, a ne se jim vyh\u00fdbat;<\/li>\n<li>a nakonec, nepodl\u00e9hat provokac\u00edm a nep\u0159en\u00e1\u0161et to na osobn\u00ed \u00farove\u0148.<\/li>\n<\/ul>\n<p>\nKlient by m\u011bl:<\/p>\n<ul>\n<li>jasn\u011b vyj\u00e1d\u0159it ot\u00e1zku v prvn\u00edm dopise, neskr\u00fdvat ji v technick\u00fdch detailech (z dialogu to p\u0159\u00edmo nevypl\u00fdv\u00e1, ale v\u011b\u0159te mi, podrobnosti byly ohromuj\u00edc\u00ed);<\/li>\n<li>trochu trp\u011bliv\u011bji p\u0159istupovat k ot\u00e1zk\u00e1m \u2013 ne v\u0161ichni mysl\u00ed stejn\u011b a n\u011bkdy se mus\u00edme pt\u00e1t na hodn\u011b, abychom pochopili samotnou podstatu probl\u00e9mu;<\/li>\n<li>mo\u017en\u00e1 zadr\u017eet touhu uk\u00e1zat svou d\u016fle\u017eitost a zn\u00e1mosti \"na nejvy\u0161\u0161\u00ed \u00farovni\";<\/li>\n<li>a, jako pro Ignata \u2013 vyhnout se p\u0159echodu na osobn\u00ed rovinu.<\/li>\n<\/ul>\n<p>\nOpakuj\u00ed \u2013 je to jen moje vid\u011bn\u00ed, moje hodnocen\u00ed, kter\u00e9 rozhodn\u011b nen\u00ed doporu\u010den\u00edm nebo p\u0159\u00edru\u010dkou \"jak \u017e\u00edt a pracovat\". Je to jeden z pohled\u016f, jak lze na situaci nahl\u00ed\u017eet, a budu r\u00e1d, pokud navrhnete sv\u00e9.<\/p>\n<p>Nechr\u00e1n\u00edm in\u017een\u00fdra \u2013 je s\u00e1m sob\u011b zl\u00fdm Pinocchiem. Neobvi\u0148uji klienta \u2013 m\u00e1 pr\u00e1vo se vyjad\u0159ovat tak, jak to pova\u017euje za pot\u0159ebn\u00e9, i kdy\u017e toto vyjad\u0159ov\u00e1n\u00ed je v\u00edce skryt\u00e9 v elegantn\u00ed krajce t\u00e9m\u011b\u0159 rafinovan\u00e9 zdvo\u0159ilosti (dobr\u00fd obraz modern\u00edho idalga, kter\u00fd se neu\u017eiv\u00ed n\u00e1mezdn\u00edm vojensk\u00fdm slibem, ale ICT \u2013 a\u010dkoli\u2026).<\/p>\n<p>\u201eNa\u0161la kosu na k\u00e1men\u201c \u2013 tak bych mohla shrnout tuto korespondenci, nebo jin\u00fdmi slovy vyj\u00e1d\u0159it pravdu, v kterou skute\u010dn\u011b v\u011b\u0159\u00edm: \u201ev ka\u017ed\u00e9m konfliktu obvykle nesou vinu dva.\u201c<\/p>\n<p>Lze to \u0159\u00edct slovy na\u0161eho obchodn\u00edho tren\u00e9ra: \u201e\u00fasp\u011b\u0161n\u00e9 komunikaci br\u00e1n\u00ed minul\u00e1 zku\u0161enost, zvyky v komunikaci a r\u016fzn\u00e9 pohledy na sv\u011bt.\u201c M\u016f\u017eeme si vzpomenout na zlat\u00e9 pravidlo mor\u00e1lky: \u201eJednej s ostatn\u00edmi tak, jak bys cht\u011bl, aby jednali s tebou.\u201c<\/p>\n<p>Ale m\u016f\u017eeme tak\u00e9 jednodu\u0161e \u0159\u00edci: v ka\u017ed\u00e9 komunikaci jsou v\u017edy zapojeni dva lid\u00e9, a na druh\u00e9 stran\u011b telefonn\u00ed sluch\u00e1tka nebo monitoru sed\u00ed \u017eiv\u00fd \u010dlov\u011bk, kter\u00fd m\u00e1 tak\u00e9 strach, radost, smutek nebo n\u011bco jin\u00e9ho. Ano, \u0159\u00edk\u00e1 se, \u017ee emoce a byznys jsou neslu\u010diteln\u00e9, ale kam se m\u016f\u017eeme schovat p\u0159ed emocemi? Ty zde byly, jsou a budou, a i kdy\u017e jsme \u2013 Technick\u00e1 Podpora a \u0159e\u0161\u00edme zcela konkr\u00e9tn\u00ed \u00fakoly, na\u0161e hlavn\u00ed pr\u00e1ce se ur\u010duje pr\u00e1v\u011b druh\u00fdm slovem: \u201epodpora.\u201c<\/p>\n<p>Podpora znamen\u00e1 lid\u00e9.<\/p>\n<p>***<\/p>\n<p>Pamatujete, \u017ee jsem ji\u017e dvakr\u00e1t psal, \u017ee za to mohou dva? Tak to je, ale konkr\u00e9tn\u011b v t\u00e9to situaci jsou vinen v\u0161ichni t\u0159i. Pro\u010d? Proto\u017ee in\u017een\u00fdr nen\u00ed v\u011bc s\u00e1m o sob\u011b, ale sou\u010d\u00e1st technick\u00e9 podpory, a to je na\u0161e pr\u00e1ce a na\u0161e odpov\u011bdnost \u2013 nau\u010dit zam\u011bstnance proch\u00e1zet podobn\u00fdmi situacemi. Sna\u017e\u00edme se u\u010dit z vlastn\u00edch chyb \u2013 a pom\u00e1hat na\u0161im zam\u011bstnanc\u016fm jim vyh\u00fdbat.<\/p>\n<p>Lze takov\u00fdm situac\u00edm v\u017edy vyhnout? Ne v\u017edy. Jak dobr\u00fd in\u017een\u00fdr by hypotetick\u00fd Ignat nebyl, \u201ena druh\u00e9 stran\u011b\u201c m\u016f\u017ee b\u00fdt \u010dlov\u011bk, kter\u00fd ud\u011bl\u00e1 v\u0161e, aby situaci vyhrotil.<\/p>\n<p>Ale kouzlo pr\u00e1ce v technick\u00e9 podpo\u0159e Veeam, jedna z hodnot, kter\u00fdmi se py\u0161n\u00edme \u2013 je pr\u00e1ce v t\u00fdmu. Je velmi d\u016fle\u017eit\u00e9 si pamatovat: \u201eNes\u00ed\u0165 jsi s\u00e1m,\u201c \u2013 a d\u011bl\u00e1me v\u0161e pro to, aby to tak bylo.<\/p>\n<p>Lze se nau\u010dit \u017e\u00edt a pracovat v takov\u00fdch situac\u00edch? Ano, lze.<\/p>\n<p>Um\u00edme, milujeme, praktikujeme \u2014 proto jsme vybudovali na\u0161e vnit\u0159n\u00ed \u0161kolen\u00ed a st\u00e1le ho vylep\u0161ujeme. B\u011bhem dvou a p\u016fl let, kter\u00e9 uplynuly od popsan\u00e9 situace, jsme v\u00fdrazn\u011b zapracovali na na\u0161em vzd\u011bl\u00e1vac\u00edm programu \u2014 nyn\u00ed aktivn\u011b vyu\u017e\u00edv\u00e1me p\u0159\u00edpadov\u00e9 studie, modelujeme situace, shroma\u017e\u010fujeme a neust\u00e1le se vrac\u00edme k na\u0161im chyb\u00e1m a analyzujeme nuance komunikace.<\/p>\n<p>V\u011b\u0159\u00edme, \u017ee na\u0161i lid\u00e9 nyn\u00ed vych\u00e1zej\u00ed \"do ter\u00e9nu\" mnohem l\u00e9pe p\u0159ipraveni na jak\u00e9koliv situace, a pokud se objev\u00ed n\u011bco, na co nejsou p\u0159ipraveni \u2014 jsme tu a p\u0159ipraveni pomoci, a n\u00e1sledn\u011b dopln\u00edme na\u0161e kurzy nov\u00fdmi p\u0159\u00edklady.<\/p>\n<p>A to se vyplat\u00ed. Nap\u0159\u00edklad zde je zp\u011btn\u00e1 vazba jednoho z na\u0161ich klient\u016f na na\u0161i pr\u00e1ci:<\/p>\n<p><i>\"Pracujeme v IT pr\u016fmyslu v\u00edce ne\u017e 20 let a v\u0161ichni se shodneme, \u017ee \u017e\u00e1dn\u00fd dodavatel nenab\u00edz\u00ed \u00farove\u0148 technick\u00e9 podpory, jakou nab\u00edz\u00ed Veeam. Je pot\u011b\u0161en\u00edm hovo\u0159it s technick\u00fdm person\u00e1lem Veeam, proto\u017ee maj\u00ed znalosti a rychle \u0159e\u0161\u00ed probl\u00e9my. Podpora by nikdy nem\u011bla b\u00fdt podce\u0148ov\u00e1na. Je to m\u011b\u0159\u00edtko zav\u00e1zanosti a \u00fasp\u011bchu spole\u010dnosti. Veeam je #1 v oblasti podpory.\" <\/i><\/p>\n<p><i>\"Pracujeme v IT pr\u016fmyslu v\u00edce ne\u017e 20 let a jsme p\u0159esv\u011bd\u010deni, \u017ee \u017e\u00e1dn\u00fd jin\u00fd dodavatel nenab\u00edz\u00ed takovou \u00farove\u0148 technick\u00e9 podpory, jako Veeam. Je velmi p\u0159\u00edjemn\u00e9 pracovat s in\u017een\u00fdry Veeam, proto\u017ee v\u011bd\u00ed, co d\u011blaj\u00ed, a dok\u00e1\u017e\u00ed rychle \u0159e\u0161it probl\u00e9my. Technick\u00e1 podpora by nikdy nem\u011bla b\u00fdt podce\u0148ov\u00e1na. Je to m\u011b\u0159\u00edtko toho, jak odpov\u011bdn\u00e1 a \u00fasp\u011b\u0161n\u00e1 je spole\u010dnost. Veeam m\u00e1 nejlep\u0161\u00ed technickou podporu.\"<\/i><\/p>\n<p>***<\/p>\n<p>Jak\u00e1koliv komunikace je polem pro experimenty, chyby, a\u0165 u\u017e si to p\u0159ejeme, nebo ne. A m\u016fj n\u00e1zor je, \u017ee chybovat je norm\u00e1ln\u00ed, nav\u00edc, moje v\u00fdzva bude: chybu ud\u011blejte! Nejde o to, zda jste zakopli, ale o to, zda jste se n\u00e1sledn\u011b nau\u010dili postavit nohu pevn\u011b.<\/p>\n<p>N\u011bkdy je t\u011b\u017ek\u00e9 si pamatovat v\u0161echny pokyny a recepty, kter\u00fdmi \u0161t\u011bd\u0159e sd\u00edl\u00ed \"guru\" komunikace se z\u00e1kazn\u00edky nebo zku\u0161en\u00ed kolegov\u00e9. Daleko jednodu\u0161\u0161\u00ed je si n\u011bkdy p\u0159ipom\u00ednat: \"mluv\u00edm s \u010dlov\u011bkem\".<\/p>\n<p>***<\/p>\n<p>Nep\u0159edstavuji si, \u017ee m\u00e1m nejvy\u0161\u0161\u00ed znalosti nebo zvl\u00e1\u0161tn\u00ed standard kvality v komunikaci se z\u00e1kazn\u00edky. Seznam m\u00fdch chyb by sta\u010dil na plnohodnotnou u\u010debnici.<\/p>\n<p>C\u00edl, kter\u00fd jsem si stanovil: uk\u00e1zat, jak to m\u016f\u017ee v technick\u00e9 podpo\u0159e vypadat a spustit diskusi, co m\u016f\u017ee b\u00fdt pova\u017eov\u00e1no za p\u0159ijateln\u00e9 v takov\u00fdch p\u0159\u00edpadech, a co ne.<\/p>\n<p>Co si mysl\u00edte?<br \/>\n<br \/>Zdroj: <a content=\"nofollow\" rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/463307\/\">habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"<p>\u041f\u043e\u0440\u043e\u0439 \u043f\u0435\u0440\u0435\u0434 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u043c \u0442\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438 \u0441\u0442\u043e\u0438\u0442 \u043d\u0435\u043b\u0435\u0433\u043a\u0438\u0439 \u0432\u044b\u0431\u043e\u0440: \u043f\u0440\u0438\u043c\u0435\u043d\u0438\u0442\u044c \u043c\u043e\u0434\u0435\u043b\u044c \u0434\u0438\u0430\u043b\u043e\u0433\u0430 \u201c\u041c\u044b \u2014 \u0437\u0430 \u0432\u044b\u0441\u043e\u043a\u0443\u044e \u043a\u0443\u043b\u044c\u0442\u0443\u0440\u0443 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u043d\u0438\u044f!\u201d \u0438\u043b\u0438 \u201c\u041d\u0430\u0436\u043c\u0438 \u043d\u0430 \u043a\u043d\u043e\u043f\u043a\u0443 \u2014 \u043f\u043e\u043b\u0443\u0447\u0438\u0448\u044c \u0440\u0435\u0437\u0443\u043b\u044c\u0442\u0430\u0442\u201d? \u2026\u041d\u0430\u0434\u043b\u043e\u043c\u0438\u0432 \u043a\u0440\u044b\u043b\u043e \u0438\u0437 \u0432\u0430\u0442\u044b, \u041b\u044f\u0436\u0435\u043c \u0432 \u043e\u0431\u043b\u0430\u043a\u0430, \u043a\u0430\u043a \u0432 \u0441\u043a\u043b\u0435\u043f\u044b. \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0440\u0435\u0434\u043a\u043e \u0441\u0432\u044f\u0442\u044b, \u041c\u044b, \u043f\u043e\u044d\u0442\u044b, \u0447\u0430\u0441\u0442\u043e \u0441\u043b\u0435\u043f\u044b. (\u041e\u043b\u0435\u0433 \u041b\u0430\u0434\u044b\u0436\u0435\u043d\u0441\u043a\u0438\u0439) \u0420\u0430\u0431\u043e\u0442\u0430 \u0432 \u0422\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0435 \u2014 \u044d\u0442\u043e \u043d\u0435 \u0442\u043e\u043b\u044c\u043a\u043e \u0441\u043c\u0435\u0448\u043d\u044b\u0435 \u0431\u0430\u0439\u043a\u0438 \u043f\u0440\u043e \u0441\u0430\u043c\u043e\u043f\u0440\u044b\u0433\u0430\u044e\u0449\u0435\u0435 [&hellip;]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":27836,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-37126","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.3 - aioseo.com -->\n\t<meta name=\"description\" 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