Problem vs. Symptom vs. Solution

Introduction

Customers call in because they have a problem with their computer. A customer defines the “problem” as the symptom(s) they are having. Symptoms are what the computer does that the customer does not wish it to do. There are two types of solutions. The first type of solution will resolve any symptoms the customer is having. The second type of solution will resolve the problem not just the symptoms. If the symptoms are resolved it does not mean that the problem is fixed. It is important that we choose solutions that resolve the problem and not just solutions that make it appear to be fixed.

Problem Vs. Symptom
If a customer calls in and states that their computer is “locking up” the customer stated a symptom. The problem could be failed hardware or a recently installed application. Probing questions are used to identify the problem among all of the symptoms. It is necessary to get to the problem so we can avoid future symptoms from arising.

Questions such as “What error messages do you see?” and “What is not working?” are going to help find the symptoms. Questions such as “What happened before the problem began?” and “Did you change anything just before the problem began?” are going to help determine the problem. Asking questions about the symptoms and problems are necessary but we need to solve the problem not only the symptom.