For technical support technicians, sometimes the challenge isn't so much diagnosing the issue as it is effective communication with the customer/user/Aunt Bessie. As people who (usually!) understand the systems we are working with, miscommunication issues when working with other people can be frustrating for user and technician alike.
While the following won't make every single interaction a positive one, it's amazing the degree to which these two habits can transform a frustrating and unproductive troubleshooting session into a successful problem resolution. It's not magic, but sometimes it feels like it.
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