{"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\/ro\/blog\/administrirovanie\/razbor-kejsa-pro-obshhenie-s-tyazhelym-klientom","title":{"rendered":"Analiza unui caz despre comunicarea cu un client \u201edificil\u201d","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"<p><img decoding=\"async\" alt=\"Analiza unui caz despre comunicarea cu un client \u201edificil\u201d\" src=\"\/wp-content\/uploads\/2019\/08\/824fdbb6ccb9e743b0d425faec1d6fa0.jpg\" style=\"display:block;margin: 0 auto;\" \/><br \/>\n<br \/>\n<i>Uneori, inginerul de suport tehnic se confrunt\u0103 cu o alegere dificil\u0103: s\u0103 aplice modelul de dialog \u201eNoi suntem pentru o cultur\u0103 \u00eenalt\u0103 de serviciu!\u201d sau \u201eApas\u0103 butonul \u2014 vei ob\u021bine rezultatul\u201d?<\/i><\/p>\n<blockquote><p>\u2026Rup\u00e2nd aripa din vat\u0103,<br \/>\nS\u0103 ne \u00eentindem \u00een nori, ca \u00een morminte.<br \/>\nNoi, poe\u021bii, rareori suntem sfin\u021bi,<br \/>\nNoi, poe\u021bii, adesea suntem orbi.<br \/>\n(Oleg Ladyjenskij)<\/p><\/blockquote>\n<p><noindex><a rel=\"nofollow\" name=\"habracut\"><\/a><\/noindex><br \/>\nMunca \u00een Suport Tehnic nu este doar pove\u0219ti amuzante despre timpul auto-saltant \u0219i unicorni GPS, \u0219i nici doar puzzle-uri de tip detectiv \u00een stilul lui Hercule Poirot. <\/p>\n<p>Suportul Tehnic este, \u00een primul r\u00e2nd, comunicare, iar comunicarea implic\u0103 oameni, iar printre clien\u021bii no\u0219tri se afl\u0103 personaje foarte diferite:<\/p>\n<ul>\n<li> Un german, lucr\u00e2nd dintr-o cafenea vizavi de biroul s\u0103u din Berlin, posesor al unei r\u0103bd\u0103ri cu adev\u0103rat nordice, lini\u0219te perfecte, o re\u021bea bine calibrat\u0103, un parc extins <a class=\"wpil_keyword_link\" href=\"https:\/\/prohoster.info\/ro\/server\/\"   title=\"servere\" data-wpil-keyword-link=\"linked\"  data-wpil-monitor-id=\"1349\">servere<\/a> \u0219i abilit\u0103\u021bi cognitive pentru a configura \u0219i men\u021bine toate acestea la A+. Cererile de la el st\u00e2rnesc de obicei aceea\u0219i reac\u021bie ca ultima periu\u021b\u0103 de pe farfurie \u00eentr-un grup mare \u0219i ca o lumin\u0103 stins\u0103 la moment nepotrivit.<\/li>\n<li>Un britanic, care \u00een ultimii 5 ani a schimbat dou\u0103 companii, dar nu stilul de lucru cu suportul. Cererile lui fac pe toat\u0103 lumea s\u0103 fug\u0103 ca de ciuma bubonic\u0103, sau sunt luate, anticip\u00e2nd \u00eentreaga \u201efrumuse\u021be\u201d a lucrului cu aceast\u0103 persoan\u0103, deoarece poate s\u0103 preia controlul \u00eentr-o sesiune remote (pentru a-\u0219i verifica e-mailul, uneori personal), pres\u00e2nd inginerii \u0219i managementul pentru cele mai m\u0103runte am\u0103nunte \u0219i, \u00een cele din urm\u0103, s\u0103 \u00eenchid\u0103 cererile \u00eentr-un mod la fel de brusc cu comentariul \u201eDUPLICAT\u201d. <\/li>\n<li>Un indian cu un nume complicat \u0219i impronun\u021babil, care contrazice toate miturile despre IT-ul indian: politicos, calm, competent, citind documenta\u021bia, ascult\u00e2nd sfaturile inginerului \u0219i f\u0103c\u00e2nd totul \u00eentotdeauna singur, posesor al unei turbane elegante (da, l-am g\u0103sit pe Facebook) \u0219i cu o pronun\u021bie perfect\u0103 \u00een Oxford. <\/li>\n<\/ul>\n<p>\nAstfel de clien\u021bi \u201ede nume\u201d fiecare inginer poate s\u0103-\u0219i aminteasc\u0103 vreo cinci, f\u0103r\u0103 a se g\u00e2ndi prea mult. Pe unii \u00eei facem s\u0103 se team\u0103 pe nou-veni\u021bi (\u201edac\u0103 te compor\u021bi prost \u00een lab\u0103 \u2013 va veni baba \u0219i!..\u201d), pe al\u021bii ne l\u0103ud\u0103m (\u201edar eu am \u00eenchis deja 5 cereri cu N.\u201d). \u0218i cel mai adesea ne amintim \u0219i realiz\u0103m c\u0103 exemplele pozitive \u0219i negative sunt doar percep\u021bia noastr\u0103, iar aceasta decurge din comunicare, din cea dintre noi \u0219i clien\u021bi \u0219i invers.<\/p>\n<p>\u0218i aceast\u0103 comunicare este foarte variat\u0103.<\/p>\n<p>Odat\u0103, am scris despre <noindex><a rel=\"nofollow\" href=\"https:\/\/habr.com\/ru\/company\/veeam\/blog\/252019\/\">\u201edemonii\u201d care \u00eempiedic\u0103 inginerii s\u0103 colaboreze cu clien\u021bii<\/a><\/noindex>, iar acum vreau s\u0103 ar\u0103t cum se \u00eent\u00e2mpl\u0103 aceasta, cu un exemplu concret.<\/p>\n<p>Iat\u0103 un exemplu de acum doi ani: reac\u021bia clientului la pa\u0219ii \u201etradi\u021bionali\u201d de depanare din partea inginerului \u0219i reac\u021bia inginerului la stilul de comunicare al clientului.<\/p>\n<h3>Caz despre fragmentare<\/h3>\n<p>\nA\u0219adar, cazul: un client foarte experimentat \u0219i tehnic bine preg\u0103tit deschide un ticket de suport \u0219i pune o \u00eentrebare direct\u0103, furniz\u00e2nd numeroase detalii pentru a descrie situa\u021bia.<\/p>\n<p>Am \u00eendr\u0103znit s\u0103 transform coresponden\u021ba \u00eentr-un dialog, p\u0103str\u00e2nd caracteristicile stilistice.<\/p>\n<p><i>Client (C): \u2014 Bun\u0103 ziua, domnule. Numele meu este Marco Santino, am folosit cele mai bune practici ale dumneavoastr\u0103 \u0219i am implementat cea mai recent\u0103 tehnologie recomandat\u0103 de dumneavoastr\u0103, dar observ\u0103m c\u0103 func\u021bionalitatea sistemului devine critic de sc\u0103zut\u0103 din cauza fragment\u0103rii ridicate. V\u0103 rog s\u0103-mi spune\u021bi, este normal acest lucru?<\/p>\n<p>Inginer (I): \u2014 Salut, Marco! Numele meu este Ignat \u0219i te voi ajuta. Se manifest\u0103 tot timpul? A\u021bi \u00eencercat s\u0103 defragmenta\u021bi?<\/p>\n<p>(C): \u2014 Stimate Ignat! Da, se manifest\u0103 tot timpul. Am \u00eencercat s\u0103 defragment\u0103m, dar, din p\u0103cate, dureaz\u0103 prea mult timp \u00een timp ce sistemul este complet inaccesibil, a\u0219a c\u0103 nu este fezabil.<\/p>\n<p>(I): \u2014 Ascult\u0103, nu pot g\u0103si aceste cele mai bune practici. Unde le-ai g\u0103sit? Poate totu\u0219i s\u0103 facem o defragmentare?<\/p>\n<p>(C): \u2014 Stimate Ignat! \u00cen\u021beleg\u00e2nd c\u0103 nu considera\u021bi problema noastr\u0103 serios \u0219i re\u021bin\u00e2ndu-m\u0103 cu greu de la un r\u0103spuns direct, nu tocmai politicos, vom \u00eencerca totu\u0219i s\u0103 v\u0103 r\u0103spundem. Nu avem experien\u021ba dumneavoastr\u0103 (suntem \u00een IT doar din 1960) \u0219i v\u0103 suntem foarte recunosc\u0103tori pentru munca \u0219i eforturile dumneavoastr\u0103 \u00een educa\u021bia noastr\u0103. Cele mai bune practici ne-au fost transmise de managerii dumneavoastr\u0103 de produs la cin\u0103 \u00een Barcelona \u0219i v-am trimis un link c\u0103tre acestea. V\u0103 \u00eentreb\u0103m direct: este normal\u0103 aceast\u0103 situa\u021bie? Dac\u0103 nu sunte\u021bi interesat s\u0103 discuta\u021bi cu noi, v\u0103 rog s\u0103 g\u0103si\u021bi pe cineva care ne poate ajuta.<\/p>\n<p>(I): \u2014 Marco, nu am g\u0103sit aceste cele mai bune practici. Am nevoie de jurnale \u0219i voi transmite problema altui inginer. \u00ce\u021bi spun asta: dac\u0103 observi fragmentarea \u0219i nu defragmenta\u021bi \u2014 este stupid \u0219i iresponsabil. \u0218i cum ai reu\u0219it s\u0103 confunzi nobilul meu nume \u201eIgnat\u201d \u0219i s\u0103-mi spui Ivan? <\/p>\n<p>(K): \u2014 A\u0219a, destul! Eu, Ignat, nu sunt de-al t\u0103u, nici prieten, ca s\u0103 \u00eemi spui pe nume, prin urmare te rog s\u0103 te adresezi mie cu Dl. Santino! Dac\u0103 nu po\u021bi g\u0103si documentul, nu reu\u0219e\u0219ti s\u0103 te descurci cu o sarcin\u0103 at\u00e2t de simpl\u0103, atunci fie demisionezi din companie, fie \u00eentrebi autorul acestuia, care ne-a transmis acest document! C\u00e2t despre loguri, nu putem s\u0103 \u021bi le transmitem f\u0103r\u0103 o aprobat\u0103 special\u0103, deoarece lucr\u0103m cu documente secrete. Indignarea ta \u00een leg\u0103tur\u0103 cu gre\u0219eala mea arat\u0103 ignoran\u021ba \u0219i lipsa ta de educa\u021bie. \u00cemi pare foarte r\u0103u pentru tine. \u0218i \u00een ultimul r\u00e2nd: dac\u0103 spunem c\u0103 \u201eam \u00eencercat s\u0103 defragment\u0103m\u201d \u0219i acest lucru \u201eeste imposibil\u201d, asta \u00eenseamn\u0103 c\u0103 am \u00eencercat \u0219i c\u0103 este imposibil. Ignat, te rog, \u00eenceteaz\u0103 s\u0103 te mai pl\u00e2ngi de prostii \u0219i ocup\u0103-te de munca ta \u2014 ori d\u0103-ne un r\u0103spuns, ori g\u0103se\u0219te pe cineva care s\u0103 ne ofere unul!<\/i><\/p>\n<p>Dup\u0103 aceasta, cererea a fost transmis\u0103 la un nivel superior, unde a \u0219i murit \u2013 clientul nu a furnizat logurile, testarea complet\u0103 nu a adus nimic \u0219i problema pur \u0219i simplu nu a putut fi confirmat\u0103.<\/p>\n<p>\u00centrebare: ce ar fi putut face inginerul pentru a evita intensificarea conflictului?<\/p>\n<p>(\u00cencerca\u021bi s\u0103 r\u0103spunde\u021bi la aceast\u0103 \u00eentrebare singuri \u00eenainte de a citi mai departe).<\/p>\n<p>O diversie tehnic\u0103 liric\u0103<br \/>\nPentru cei pasiona\u021bi de solu\u021bii de enigme \u0219i de r\u0103spunsul la \u00eentrebarea \u201ecine este criminalul?\u201d: problema s-a dovedit a fi mult mai grav\u0103: fragmentarea ReFS nu doar c\u0103 a influen\u021bat opera\u021biunile de disc, dar \u00een unele cazuri a crescut consumul de CPU \u0219i RAM de p\u00e2n\u0103 la zece ori, \u0219i nu numai pentru utilizatorii Veeam \u2013 to\u021bi utilizatorii ReFS puteau suferi.<\/p>\n<p>Microsoft a avut nevoie de mai bine de un an, cu sprijinul multor furnizori, pentru a corecta \u00een cele din urm\u0103 aceast\u0103 eroare (\u00een care vedem \u0219i meritul nostru \u2013 multe discu\u021bii au fost purtate despre suportul acestui gigant la toate nivelurile).<\/p>\n<p>Eu, r\u0103spunz\u00e2nd la \u00eentrebarea \u201ece s-ar fi putut face?\u201d, vreau s\u0103 pun o alt\u0103 \u00eentrebare veche: \u201eCine este vinovat?\u201d<\/p>\n<p>Din solidaritate profesional\u0103, \u00eemi vine foarte greu s\u0103 spun: \u201eClientul este vinovat\u201d, \u2014 \u0219i s\u0103 \u00eencerc s\u0103-l ap\u0103r pe inginer. Ca manager care evalueaz\u0103 constant munca inginerilor mei, eu observ gre\u0219elile pe care Ignat le-a f\u0103cut. Cine are dreptate?<\/p>\n<h3>S\u0103 analiz\u0103m totul pe r\u00e2nd<\/h3>\n<p>\nAcest caz este foarte sever, \u00eentreb\u0103rile sunt mai multe dec\u00e2t r\u0103spunsurile.<\/p>\n<p>Formal, Ignat a f\u0103cut totul bine: <\/p>\n<ul>\n<li>a respectat una dintre valorile fundamentale ale Veeam: Conversa\u021bie din inim\u0103;<\/li>\n<li>s-a adresat clientului pe nume;<\/li>\n<li> a clarificat situa\u021bia \u00eenainte de a propune o solu\u021bie.<\/li>\n<\/ul>\n<p>\nAr fi putut evita un astfel de conflict?<\/p>\n<p>Ar fi putut: observa cum domnul Santino comunic\u0103 (numai formal \u0219i pe nume de familie), s\u0103 renun\u021be la \u201e\u00eentreb\u0103rile de baz\u0103\u201d, s\u0103-\u0219i arate interesul fa\u021b\u0103 de problem\u0103 \u0219i s\u0103 promite c\u0103 va afla dac\u0103 acest comportament este normal.<\/p>\n<p>Pa\u0219ii minimi, f\u0103r\u0103 detalii tehnice \u2013 \u0219i acestea ar fi ajutat deja s\u0103 \u201est\u00e2mpere\u201d situa\u021bia. Dar chiar \u0219i dac\u0103 acest lucru a fost omis \u2013 pur \u0219i simplu \u201ea nu face\u201d ar fi ajutat pu\u021bin.<\/p>\n<p>Sun\u0103 evident: s\u0103 nu iei o gre\u0219eal\u0103 de tipar ca pe o atac personal, s\u0103 nu te superi pe clientul sarcastic (chiar dac\u0103 totul sugereaz\u0103 un EGO exagerat), s\u0103 nu aduci discu\u021bia la nivel personal, s\u0103 nu cedezi provoc\u0103rilor\u2026 Iat\u0103 c\u00e2te \u201enu\u201d sunt, toate importante \u0219i toate legate de comunicare.<\/p>\n<p>\u0218i ce este cu clientul? Scrisorile sunt redactate \u00eentr-un \u201estil elevat\u201d, referin\u021be constante la cuno\u0219tin\u021bele sale de la v\u00e2rful ierarhiei, insulte voalate \u0219i sup\u0103rare cauzat\u0103 de o aparen\u021b\u0103 de lips\u0103 de respect? Da, putem interpreta astfel. Dar pe de alt\u0103 parte \u2013 domnul Santino este realmente at\u00e2t de gre\u0219it \u00een furia sa?<\/p>\n<p>\u0218i totu\u0219i, ce s-ar fi putut face din ambele p\u0103r\u021bi? Eu v\u0103d lucrurile astfel:<\/p>\n<p>Din partea inginerului:<\/p>\n<ul>\n<li>a evalua gradul de formalitate al clientului;<\/li>\n<li>a urma mai pu\u021bin \u201eizolarea de baz\u0103\u201d;<\/li>\n<li>(acum va fi subiectiv) a citi atent scrisorile;<\/li>\n<li>a r\u0103spunde la \u00eentreb\u0103ri, nu a le evita;<\/li>\n<li>\u0219i, \u00een final, a nu ceda provoc\u0103rilor \u0219i a nu deranja discu\u021bia.<\/li>\n<\/ul>\n<p>\nClientului:<\/p>\n<ul>\n<li>a clarificat \u00eentrebarea \u00een prima scrisoare, f\u0103r\u0103 a o ascunde \u00een detalii tehnice (din dialog nu reiese direct, dar crede\u021bi-m\u0103, detalierea a fost uimitoare);<\/li>\n<li>a fi pu\u021bin mai tolerant fa\u021b\u0103 de \u00eentreb\u0103ri \u2013 nu to\u021bi g\u00e2ndesc la fel, \u0219i uneori trebuie s\u0103 \u00eentrebi multe pentru a \u00een\u021belege esen\u021ba problemei;<\/li>\n<li>posibil, a-\u0219i controla dorin\u021ba de a-\u0219i ar\u0103ta importan\u021ba \u0219i cuno\u0219tin\u021bele \u201ela cel mai \u00eenalt nivel\u201d;<\/li>\n<li>\u0219i, ca \u0219i pentru Ignat \u2013 a evita a trece la nivel personal.<\/li>\n<\/ul>\n<p>\nRevin \u2013 aceasta este doar viziunea mea, evaluarea mea, care nu reprezint\u0103 \u00een niciun caz recomand\u0103ri sau un ghid \u201ecum s\u0103 tr\u0103ie\u0219ti \u0219i s\u0103 lucrezi\u201d. Acesta este doar un mod de a privi situa\u021bia, \u0219i voi fi bucuros dac\u0103 ve\u021bi propune viziuni proprii.<\/p>\n<p>Nu \u00eemi ap\u0103r inginerul \u2013 el este un Burl\u0103c care \u00ee\u0219i face singur r\u0103u. Nu acuz clientul \u2013 el are dreptul de a comunica a\u0219a cum consider\u0103 de cuviin\u021b\u0103, chiar dac\u0103 aceast\u0103 comunicare este adesea cam ascuns\u0103 \u00eentr-o dantel\u0103 elegant\u0103 a unei ofense aproape rafinate (un bun exemplu de modern noble\u021b, care nu c\u00e2\u0219tig\u0103 prin mercenariat \u0219i r\u0103zboi, ci prin IT \u2013 de\u0219i...)<\/p>\n<p>\u201eS-a g\u0103sit o piatr\u0103 \u00een calea cositorului\u201d \u2013 a\u0219a a\u0219 putea s\u0103 rezum aceast\u0103 coresponden\u021b\u0103, sau chiar mai bine spus, \u00een adev\u0103rul c\u0103ruia cred cu sinceritate: \u201e\u00een orice conflict, de obicei, sunt vinova\u021bi am\u00e2ndou\u0103 p\u0103r\u021bile\u201d.<\/p>\n<p>A\u0219 putea cita cuvintele antrenorului nostru de afaceri: \u201eO comunicare de succes este \u00eempiedicat\u0103 de experien\u021bele anterioare, obiceiurile de comunicare \u0219i perspectivele diferite asupra vie\u021bii\u201d. Poate c\u0103 e bine s\u0103 ne amintim de regula de aur a eticii: \u201eAc\u021bioneaz\u0103 fa\u021b\u0103 de al\u021bii a\u0219a cum vrei s\u0103 ac\u021bioneze \u0219i ei fa\u021b\u0103 de tine\u201d.<\/p>\n<p>Sau putem spune simplu: \u00een orice comunicare sunt \u00eentotdeauna dou\u0103 p\u0103r\u021bi implicate, iar de cealalt\u0103 parte a telefonului sau a monitorului se afl\u0103 o persoan\u0103 vie, care simte fric\u0103, bucurie, triste\u021be sau ceva altceva. Da, se consider\u0103 c\u0103 emo\u021biile \u0219i afacerile sunt incompatibile, dar unde putem fugi de emo\u021bii? Ele au fost, sunt \u0219i vor fi, iar chiar dac\u0103 suntem asisten\u021b\u0103 tehnic\u0103 \u0219i rezolv\u0103m sarcini bine definite, munca noastr\u0103 este definit\u0103, de fapt, de al doilea cuv\u00e2nt: \u201easisten\u021b\u0103\u201d.<\/p>\n<p>Asisten\u021ba este despre oameni.<\/p>\n<p>***<\/p>\n<p>\u021aine\u021bi minte, am spus deja de dou\u0103 ori c\u0103 am\u00e2ndou\u0103 p\u0103r\u021bile sunt responsabile? Ei bine, \u00een aceast\u0103 situa\u021bie, responsabilitatea revine de fapt tuturor celor trei. De ce? Doar pentru c\u0103 inginerul nu este un obiect \u00een sine, ci o parte a asisten\u021bei tehnice, iar aceasta este munca \u0219i responsabilitatea noastr\u0103 \u2013 s\u0103 \u00eenv\u0103\u021b\u0103m angajatul s\u0103 treac\u0103 prin situa\u021bii asem\u0103n\u0103toare. Ne str\u0103duim s\u0103 \u00eenv\u0103\u021b\u0103m din gre\u0219elile noastre \u2013 \u0219i s\u0103 ajut\u0103m angaja\u021bii no\u0219tri s\u0103 le evite.<\/p>\n<p>Se pot evita \u00eentotdeauna astfel de situa\u021bii? Nu \u00eentotdeauna. Indiferent c\u00e2t de bun ar fi inginerul ipotetic Ignat, \u201ede cealalt\u0103 parte\u201d poate fi o persoan\u0103 care va face tot posibilul pentru a amplifica tensiunea.<\/p>\n<p>Dar frumuse\u021bea muncii \u00een asisten\u021ba tehnic\u0103 Veeam, una dintre valorile de care ne m\u00e2ndrim \u2013 este munca \u00een echip\u0103. Este foarte important s\u0103 ne amintim: \u201eNu e\u0219ti singur\u201d \u2013 \u0219i facem tot posibilul pentru ca acest lucru s\u0103 fie adev\u0103rat.<\/p>\n<p>Se poate \u00eenv\u0103\u021ba s\u0103 tr\u0103ie\u0219ti \u0219i s\u0103 lucrezi \u00een astfel de situa\u021bii? Se poate.<\/p>\n<p>\u0218tim, iubim, practic\u0103m \u2014 pentru aceasta am structurat propriul nostru program de formare intern\u0103 \u0219i continu\u0103m s\u0103-l perfec\u021bion\u0103m. \u00cen cei doi ani \u0219i jum\u0103tate care au trecut de la situa\u021bia descris\u0103, am lucrat intens la programul nostru de training \u2014 \u0219i acum folosim activ studii de caz, model\u0103m situa\u021bii, acumul\u0103m \u0219i ne \u00eentoarcem mereu la gre\u0219elile noastre, analizz\u00e2nd nuan\u021bele comunic\u0103rii.<\/p>\n<p>Credem c\u0103 acum oamenii no\u0219tri ies \u201e\u00een teren\u201d mult mai preg\u0103ti\u021bi pentru orice situa\u021bie, iar dac\u0103 apare ceva la care nu sunt preg\u0103ti\u021bi \u2014 suntem aproape \u0219i gata s\u0103 ajut\u0103m, iar apoi vom completa cursurile noastre cu exemple noi.<\/p>\n<p>\u0218i acest lucru \u00ee\u0219i justific\u0103 investi\u021bia. Iat\u0103, de exemplu, recenzia unuia dintre clien\u021bii no\u0219tri despre munca noastr\u0103:<\/p>\n<p><i>\u201cAm lucrat \u00een industria IT mai mult de 20 de ani \u0219i to\u021bi suntem de acord c\u0103 niciun alt furnizor nu ofer\u0103 nivelul de suport tehnic pe care \u00eel ofer\u0103 Veeam. Este o pl\u0103cere s\u0103 discut cu personalul tehnic Veeam, deoarece ace\u0219tia sunt bine preg\u0103ti\u021bi \u0219i rezolv\u0103 problemele rapid. Suportul nu ar trebui niciodat\u0103 subestimat. Este un indicator al angajamentului \u0219i succesului unei companii. Veeam este #1 pentru suport.\u201d <\/i><\/p>\n<p><i>\u201cNoi lucr\u0103m \u00een industria IT de mai bine de 20 de ani \u0219i afirm\u0103m c\u0103 niciun alt furnizor nu ofer\u0103 un asemenea nivel de suport tehnic precum Veeam. Este foarte pl\u0103cut s\u0103 lucrezi cu inginerii Veeam, deoarece ei sunt bine preg\u0103ti\u021bi \u0219i pot rezolva problemele rapid. Suportul tehnic nu ar trebui niciodat\u0103 subestimat. Este un indicator al responsabilit\u0103\u021bii \u0219i succesului unei companii. Veeam are cel mai bun suport tehnic.\u201d<\/i><\/p>\n<p>***<\/p>\n<p>Orice comunicare este un teren de experimente, gre\u0219eli, fie c\u0103 ne place sau nu. \u0218i p\u0103rerea mea este c\u0103 a gre\u0219i este normal, mai mult, apelul meu ar fi: gre\u0219i\u021bi! Problema nu este c\u0103 a\u021bi gre\u0219it, ci c\u0103 a\u021bi \u00eenv\u0103\u021bat s\u0103 pune\u021bi piciorul ferm pe p\u0103m\u00e2nt.<\/p>\n<p>Uneori e greu s\u0103 te prinzi \u0219i s\u0103-\u021bi aminte\u0219ti toate instruc\u021biunile \u0219i re\u021betele cu care \u201eguru\u201d-ii comunic\u0103rii cu clien\u021bii sau colegii experimenta\u021bi ne r\u0103sfa\u021b\u0103. Este mult mai simplu uneori s\u0103-\u021bi aminte\u0219ti: \u201evorbesc cu un Om\u201d.<\/p>\n<p>***<\/p>\n<p>Nu pretind c\u0103 am cea mai \u00eenalt\u0103 cuno\u0219tin\u021b\u0103 sau un standard de calitate special \u00een comunicarea cu clien\u021bii. O list\u0103 doar cu gre\u0219elile mele ar fi suficient\u0103 pentru un manual complet.<\/p>\n<p>Obiectivul pe care l-am avut \u00een vedere: s\u0103 ar\u0103t cum poate fi \u00een suportul tehnic \u0219i s\u0103 lansez o discu\u021bie despre ce poate fi considerat acceptabil \u00een astfel de cazuri \u0219i ce nu.<\/p>\n<p>Ce p\u0103rere ave\u021bi?<br \/>\n<br \/>Sursa: <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 5.0.2.1 - aioseo.com -->\n\t<meta name=\"description\" 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