听到从最终用户最常用的10个理由

If you've worked in IT support (be it within a company, remotely, or as a consultant) then you have probably heard every possible excuse and explanation end users can come up with for their problems.

I, for one, have heard so many I figured it was time I created a list of the ones that seem to pop up with regularity. Of course, being a fair guy, I also wanted to include in this why there might be some validity to each of these.

Might.

Without further ado, let's dig into this list and see how many times you find yourself nodding in agreement.

1. “That password is too hard to remember.”

There's a reason that password is too hard to remember – to keep your data safe! Many SMBs have solid policies to prevent users from having passwords like “password” or the user's name. But keep in mind, the more challenging the password policy, the more often you will wind up having to change end user passwords. When you create your password policy, be aware of your user base and find a common ground between strong passwords and passwords that users can actually type.

2. “This started after you worked on my machine.”

"Yes...and then you broke it" is the response you want to give. You can't, however. You may have just worked the miracle of miracles on a PC, but that doesn't mean the end user won't ruin your work. Or...and this can actually happen...you thought you fixed the issue, but didn't. One of the things I like to do is make sure the end user tests that the problem has been solved. That way they know you did your job and can't look you in the eye and say, “You did this!” (because they will). As much as I hate this about the support industry, you do have to protect your own back.

3. “But I have anti-virus.”

My go-to explanation for this is simple: if you use the Windows platform, it's not a matter of if you'll get virus, but when. End users seem to think that anti-virus is the end-all cure-all for what ails their computers. It's not and never will be. They have to be made aware that anti-virus doesn't give them carte blanche to do whatever they want.

4. “I pay you to keep these things working.”

Such vitriol from clients doesn't actually hurt the PC support specialist. Remember, support is a two-way street. Your job is to keep the PCs running as well as possible, knowing full well that eventually users (or faulty patches or some other element) will break the system again. If clients want PCs that never fail, they'd all be switching to paper and abacus.

5. “The machine is only X years old.”

Moving parts wear out. Period. Computers have a finite lifespan and there is absolutely no way around that. It's important to help end users understand that getting three years out of a computer is a good run. After that, it's time to start thinking of replacement. This is, after all, a business and they need to be able to count on technology not to fail – otherwise, they risk data loss.

6. “It's not happening to anyone else.”

Sure it's not. Users may think it's not happening to anyone else, but it very well could be. Or, the reason it's not happening to the others is that they quite possibly didn't make the same mistake. Or, perhaps some users don't really know how to use technology properly and should go back to using a Lite-Brite and Wooly Willy. Seriously, end users call this one out all the time – even though the other users have no bearing on their particular issue.

7. “I know a little about computers.”

Danger, Will Robinson, danger! When you hear this, you should be afraid. End users that claim to know a “little” bit about computers is like me saying I know a little bit about rocket science. End users with a “little” knowledge of computers are actually more dangerous than those that know nothing. Why? These users will wind up pushing buttons and madly clicking their mouse in a rush to fix the problem before you arrive. Their goal? Show you they know a “thing or two”.

8. “What's a web browser?”

This is the cry of someone at the very bottom of the end user ability scale. If they know not what a web browser is, then you better make sure you are there to hand-hold them through every minute of their training and have a quick route from your desk to theirs. Hearing this cry should also indicate to you that doing remote support is also going to be an issue. To that end, you will want to make sure that these users are set up such that all they need to do is double-click an icon to launch the support tool.

9. “I don't visit many websites.”

That's all good and well, but the select few sites often visited are the ones depositing malware on their computers. Downloading fun little screen savers, Facebook, and other notorious sites that offer toolbars and other pieces of malware are all over the place. End users have no idea what they are getting themselves into when they install those cute little tools that promise them the best chocolate cookie recipe on the planet. Education about safe browsing is a must for these users. Or, better yet, create a proxy server to block access to sites known to be suspect of deploying malware.

10. “I didn't do anything.”

That's right...the end user is always innocent and they will cry foul any time you say otherwise. In almost every instance, the problem on the computer is the result of shoddy work on the part of the IT staff. We've all heard this one; and we all know the truth. Half of the time the user did do something and half of the time they didn't. Okay, maybe a 50/50 split isn't exactly fair – but you get the idea. The truth of the matter is, however, you can't always just blame the end user. There are those instances when it could be, gasp, your fault.

You've probably heard one, all, or even more of these excuses. If not, expect them soon. But don't think end users are the only culprits in this crime. IT staff are also very well known for passing the buck of blame away from themselves.

如果你曾在它的支持（可能是在一个公司，远程，或作为一个顾问）然后你可能听到的一切可能的借口和解释，最终用户可以拿出他们的问题。

我，一个已经听得太多了，我想这是我创造了一个名单，似乎弹出的时间规律。当然，作为一个正直的男人，我也希望包括在这为什么会有一些有效的每一个。

可能。

事不宜迟，让我们挖到这个列表，看看有多少次你发现自己点头。

1。“这密码太难记。”

还有一个原因，密码太难记–保持你的数据安全！许多中小企业有坚实的政策来防止用户的密码“密码”或用户的名称。但记住，更具挑战性的密码策略，更常常会不得不改变用户的密码。当你创建你的密码策略，了解你的用户群和找到一个强密码和密码，用户之间可以实际类型。

2。“这开始后，你的工作在我的机器。”

“是的……然后你把它弄坏了”是你想给的响应。你不能，但是。你可能已经在PC机上的奇迹的奇迹，但这并不意味着最终用户不会毁了你的工作。或……，这实际上可以发生……你以为你固定的问题，但是没有。我喜欢的一件事情要做的是确保最终用户测试，问题解决了。这样，他们知道你做你的工作，不能看你的眼睛说，“你这样做！“（因为他们会）。就像我恨这个行业的支持，你必须保护自己。

3。“但是我有反病毒。”

我去的原因很简单：如果你使用Windows平台，如果你能让病毒现在的问题不是，但当。最终用户似乎认为杀毒是结束全部治愈所有的电脑怎么了。这不，永远不会。他们必须意识到，杀毒不给他们点布兰奇做他们想做的事。

4。“我要你把这些东西的工作。”

这样的客户其实并不伤害硫酸的电脑支持专家。记住，支持是一个双向的街道。你的工作是使电脑运行以及可能的，他完全知道，最终用户（或错误的补丁或其他元素）会破坏系统再次。如果客户想要的电脑，从来没有失败，他们就要切换到纸和算盘。

5。“机只有X岁。”

移动部件的磨损。期。计算机具有有限的寿命，这是绝对没有办法在。为帮助最终用户理解，获得了三年的计算机是一个良好的运行是很重要的。在那之后，是时候开始考虑更换。这是，毕竟，一个企业，他们需要的是能够指望不–否则技术，他们的风险数据丢失。

6。“这不是发生在其他人身上。”

肯定不是。用户可能会认为这不是发生在其他人身上，但是它很可能是。或者，因为它不是发生在其他人，他们很可能不犯同样的错误。或者，也许有些用户不知道如何正确地使用技术，应该继续使用Lite的光亮和毛茸茸的威利。严重，最终用户呼叫这一个所有的时间–即使其他用户在特定的问题没有关系。

7。“我一点关于电脑知道。”

的危险，将鲁滨孙，危险！当你听到这个，你应该害怕。终端用户声称知道电脑是一个“小”有点像我说我知道火箭科学一点。最终用户与计算机的一个“小”的知识实际上比那些什么都不知道，更危险。为什么？这些用户会点击鼠标按钮，疯狂地在急于解决问题在你到达之前。他们的目标？让你知道他们的“东西”。

8。“Web浏览器是什么？“

这是在最终用户的能力，最底层的人哭。如果他们不知道一个网页浏览器是什么，那么你最好确保你有手持他们通过他们的训练的每一分钟，都从你的办公桌的捷径。听到这声也应说明你做远程支持也会是个问题。到最后，你会希望确保这些用户等设置，所有他们需要做的是双击图标启动支持的工具。

9。“我不访问很多网站。”

那是不错，但选择的几个站点经常访问的是那些在他们的电脑上沉积的恶意软件。下载有趣的小屏幕保护程序，facebook，和其他臭名昭著的网站提供的工具栏和其他恶意软件都在发生。最终用户不知道他们将陷入他们安装这些可爱的小工具，保证他们最好的巧克力饼干的食谱上。关于安全浏览教育是为这些用户必须。或者，更好的是，创建一个代理服务器来阻止访问的网站被部署的恶意软件的嫌疑人。

10。“我什么也没做。”

是的……最终用户永远是无辜的，他们会哭犯规，任何时候你说不。几乎在每一个实例，计算机上的问题是对这部分员工偷工减料的结果。我们都听说过这一个；我们都知道真相。时间的用户所做的事情和时间他们也知道好的一半，也许50 / 50分并不完全公平–但你的想法。事情的真相是，然而，你不能总是责怪用户。有这种情况下，它可能是你的过错，喘息。

你可能听说过一个，所有，甚至更多，这些借口。如果没有，希望他们快。但不要以为终端用户在这个犯罪的唯一原因。它的员工也很出名，穿过巴克远离自己的责任。