In the last post, we looked at how to tackle the unique case of an angry end users enquiry. This post looks at the more common, standard end user enquiry.

When dealing with a standard end user, it may be obvious what to do. But it can make a big difference to take some time to consider how to tackle a common, every day enquiry.

A ‘standard end user’ is an end user who has a simple question that can be answered quickly, without issue or conflict. A standard end user is easy to deal with and quick to complete. But here is exactly where an issue lies.

It can be all to easy to breeze through normal enquiries like this, forgetting to pay attention to the nature of the enquiry itself. For example, 10 standard enquiries could be made on a single issue. It is easy to deal with each enquiry as they come. But you could solve 10 enquiries by fixing the underlying issue, that may not of ben noticed.