Weekly Study and Work


The topic of the day for C++ Programming subject is about enums and data structures. Every time I attend the programming class, I feel pity for the lecturer because I always feel programming subjects are very challenging to be taught in a theoretical way and also difficult to capture students’ interest in programming. Anyway, it’s almost every end of slides, he will say the same thing “Such question will be coming out in the exam”. I didn’t really jot down which particular area that I need to take note for the exam because basically is EVERYTHING. In the tutorial class, my coursemates was so happy when the maths calculation exercise works well and I teased them “You need to memorize everything because such question will be coming out in the exam” and we laughed like hell. ROFL

Hm. I’m not sure why the lecturer kept asking me, both yesterday and today, whether I had finished my assignment. Another thing is I’m not really good in calculating the random range because I’m lazy to think how it works. So, when he saw my codes, I can’t believe that he remembers my name and asked me whether it’s correct or wrong and check it again. I corrected the code and he explained to me why it happens in such way . He wants to make sure that I understand the logic and I just smiled and said “Yea, probably, still digesting” and he said “What probably? Come on. You are a smart student”. I started to try to understand what makes him said that? Is he just trying to be nice or just because I got 19.25/20 in the assignment? Actually, I have no idea why I will get that because I don’t have C++ programming background at all in my working experience and before this subject, it was 3 or 4 years ago since I studied the C++ programming. My brain just working like a compiler to translate C++ to Java because I’m more familiar with Java.



Actually, I feel it’s quite annoying when you are a policy follower and  based on exceptional case, you are trying to be nice and your kindness being taking for granted.

Development queries are not part of the support scope but since it requires a minor modification to increase the width of the field, I decided to help him. I even tested the code before I gave it to him. It’s my mistake of not being clear by giving that piece of code with the “field_id” without telling him that he needs to replace it with the id number of the field in his application. So, he came back and telling me that it’s not working. It’s a common thing when some customers good in filing complaints but not good in analyzing the logic. He stressed out the point that his browser is Internet Explorer and said “Please test it again”. I admit that it’s my fault of not being cleared enough. So, I gave him the detailed steps of how to find the field id to replace it into the code. For the second time, he came back to me and said “It doesn’t work in my IE7 and IE8 browser but it works well in Firefox browser” and also with the same word “Please test it again on IE browser”.

Actually,  I’m a quick temper person in some situations and this really annoying for me. I wish there is someone will provide a polite response before I go back to work else he might feel bad reading my response to him. The main issue is the piece of code works fine in Firefox and it’s not working properly in IE.

I really wish that I can tell him that there are so many different types of browsers (http://en.wikipedia.org/wiki/List_of_web_browsers) and IE is not the only browser in the world. If it is not working for all types of browser, there might be something wrong with the code or possibly some missing steps. I really wish to ask him “What do you expect me to do at the current state?”. Am I going to hack the Internet Explorer codes to make it compatible with the field size or I should talk to the developers to make that field size to be compatible with Internet Explorer? And also, I really want to tell him that I’m not working for him to test the code for his application to be compatible with Internet Explorer because he sounds like I’m working as a QA in his company. Besides that, I’m not working for Microsoft to find out why it doesn’t work for Internet Explorer. Well, if Internet Explorer is the only browser in the world, I can promise him that I will find out the root cause for him no matter what happens.

This reminds me another customer that I encountered two years ago which keeps telling me that some features not working for his Adobe (I forgot which Adobe product that he was using at that time). He just kept asking me why it doesn’t work in his Adobe. Duh! I’m not working for Adobe, man! He kept asking me the same thing and I kept telling him that it’s not part of the support scope and he should file the problem to Adobe. So, he kept asking the same thing and I kept answering the same thing until he gave up :P

Probably having someone like me to handle their support tickets is one of the unfortunate things for them because I don’t really care about customer satisfaction and that’s why I know I’m not a good support engineer compare with the others around me. If it is achievable, I will provide as many solutions as I can even though it is not supported but I will remind them that the workaround is out of support scope. If it is not doable, then, I will tell them that it is not doable no matter how harsh they talk to me. I will put my best effort and I will do what I should do and what I can do and that’s all.


How your Work Shapes your Thinking & Improves your Attitudes

I really believe every work will shape an individual’s thinking and affects the individual’s attitudes, either it is improving or it’s getting worse. For my personal opinion, if the work that you are doing able to sharpen your thinking skill, your attitudes will be improved as well. Attitudes improvement is the most important element that improves your work quality and if your attitude is getting worst, the efficiency and quality of your work will be dropping accordingly. You can imagine how the line graph looks like for the inter-relation of the attitudes, efficiency and quality.

Sometimes, when during the review for some of my previous cases, there will be several thinking comes into my mind:

1) “Is it me? I can’t believe I can do such a low quality of work!” :(

2) “Wow….I never thought that I can be that great in handling such difficult problem” :P

3) “Urgh…What a stupid question that I ever asked the customer. I probably was in the dreamland when doing this.” :roll:

4) “I can recall this customer…….” (Either the customer was very appreciated with your support or the customer has given you a hard life)

You can make a comparison of yourself between the current and the previous of you. Definitely you will learn a lot and figured out the different areas of your personal growth:

  • Knowledge – how limited your knowledge at that time.
  • Thinking – how fresh you just started your current work and your thinking not yet being built to familiar with it, how you see the issue at that time and how you see it right now.
  • Attitudes – how you handle the problem at that time and what you will do if you handle it again? Probably you don’t know how to apologize with your mistakes at that time but you had learned how to be more responsible and have a better attitude if you handle it again.
  • Advices – Recalling what you had learned and what the seniors had told you during that stage that you might forgotten after such a long time, how the seniors helped you to handle some tough customers and understand why the seniors asked you to do so if you can’t get the understanding at that time.
  • Independent – Do you still depending that much to the seniors as last time for some of the scope that you weak on it?

Reviewing Several Improvement

>> Promises

Giving promises to customers is a quite risky thing. If you are not sure whether you will be able to make it, don’t try to give a promise by telling the customer that you will monitor closely the issue with other support engineers. However, once you had made the promise, please ensure that you will fulfill the promise instead of giving empty promises as this will affect company’s reputation and customer’s trusty to the support. You need to have the responsibility for every message that you deliver to the customer.

>> Understanding

Well, not all customers can easily get frustrated and lack of understanding. There was once when an issue has been closed and the customer came back with another question. Unfortunately, I only aware of this after two weeks when I was cleaning up some follow-up issues. I really apologized for the delay response because I really didn’t know he will come back with another question after the issue has been closed instead of raising a new issue. I provided him with the solution and apologized with explaining the reason of the unawareness. I really don’t mind if he comes back with scolding if he feels better by doing so.

Surprisingly, I got an unexpected response:

no problem  & thanks for comment.

I understand you people handle lots of tickets and there may be delay in response.

>> Learning Opportunity

I guessed every support engineers glad to see the issue has been resolved especially if the customer found the solution and resolved locally. I used to have an attitude and have a mixed feeling. I feel embarrassed that I can’t resolve the problem and the customer can resolve the issue by himself but at the same time, I feel happy to see the customer has resolved the issue locally and I can spend lesser time on him. However, this kind of working attitude doesn’t last long.

I feel such thinking seems a bit lack of responsibility and sounds like my job is to help you to resolve the problem and once you resolve it by yourself, I can close this issue and spend more time on other customers or grab as many issues as I can to hit the volume target. Let me change this kind of improper mindset.

Instead of proceeding to close the issue, I will ask the customer for his solution to resolve the problem and hope he doesn’t mind to share it out. For me, I don’t see myself as helping customers to resolve the problem for every issue. I see every issue as a discussion place and exchange knowledge. Not all customers are noob and some customers really have the technical background but they just require other kind of assistance to grab someone to discuss the problem in order to resolve the issue more efficiently. Besides that, I like to grab every opportunity from different ways to gain knowledge especially from customers so that I’m not only limited within my colleagues.

>> Detailed

Learn to analyze or “digest” every message that the customer delivers to you. If the customer is those type that unwilling to expose more of his system environment, you need to read and understand each sentence, each word, and also from the beginning until last. You need to appreciate his every single word like a golden word and remember that there are no more information that he will provide to you anymore except all the words in the problem descriptions and also his every feedback. If the customer willing to provide log files, try to scrutinize every error message of what it means especially the root cause. You can also check whether there are any previous cases reporting the similar issue and also don’t hesitate to perform some google work.

>> Modesty

Learn to talk in modest way doesn’t mean you need to accept every blames and faults even though the fault doesn’t fall on you. What you need to learn is to have different attitudes for different responses and also try to think what causes him to gets frustrated and probably any improper terms that you had accidentally used previously during the communication.

If the customer puts the blame on you although the fault does not lies on you, try to talk in modest way by explaining why you suggest such solution and how you found the root cause and workaround instead of showing the egoism to prove how right you are. If you had explained it before this, you need to use another different way to explain the similar workaround or better wordings in order to create a “fake” impression to him that you are providing another new workaround. Why I said so? I just figured out that there are some people might disagree with what you said and try to correct you but when you heard his explanation, the meaning is the same but it’s just another different way of presentation.

If the customer has strong egoism, don’t try to have egoism competition or try to prove that you are right and he’s wrong. Who cares who is right and who is wrong? The most important is to find the solution for the problem.

>> “Screenshots” Speak Louder than Words

Sometimes, I can’t replicate customer’s problem from my testing environment but he still keeps reporting the problem does exist in his application. Can you see the problem here? What’s the point of keep arguing or defending each other with this scenario: Customer keeps mentioning the problem is there and you keep explaining that there is no problem at all. Customers like proof and something more convincing. What you need to do is to convince him by showing the screenshots and this will definitely causes him to start his own investigation for his environment or any changes that he has made instead of just fully depending to the support team.

>> Correct me if I’m Wrong

Well, it’s definitely don’t feel good when someone correcting you if you had done a mistake. However, if you think from the customer point of view and the issue itself, you need to provide the best or the nearest workaround to the customer. If your workaround does not fit the requirements and someone willing to provide a better solution, this will save the situation from getting worse and also improve the quality of the work as a team.

>> Customer’s Point of View

It’s not hard to think from customer’s point of view. You can try to remember when was your last time learning new things and during the first time when you are not familiar with the system. If a customer asking the details for every provided step, you can try to recall when was the last time you learned something that used to be your biggest weakness and think some of stupid questions that you ever asked when you need help from someone.

>> Self-Motivated

Reviewing some of the previous cases or once in a while, try to spend some time to think back some of the work that you had done in the past really can help you to understand yourself more about how far you had grown and which area that still requires improvement. Besides that, if you are feeling that you had done badly in your recent work, reviewing some of your previous work can motivates you. You can feel that actually you had learned a lot compared with those days and you will remember some customers that were really appreciated and happy with your support. You will feel better and it’s not as worse as you thought but please don’t easily satisfied that might leads you to arrogance. Then, try to remember some customers that ever causes you to feel that you had done a damn lousy work :P


Trend of the Week – Chasing your Performance for their Performance

If you are wondering is there any weird issues raised by customers for a product support, your doubts probably can be clarified by what I’m going to tell you for what I had experienced for this week. Sometimes, I figured out that there is a different pattern for the scope of issues for certain period. There might be a list of issues for last week with majority of the cases were in the same topic. The popular topic for last week probably is regarding configuring mail server and related to emails. As for this week, the popular topic is performance issue which I guessed is the toughest level and requires certain level of skill to handle such issue.

Besides of the level of difficulty, another major reason is the priority which causes some support engineers trying to avoid of handling it if they don’t have the confidence. Performance issues require more time for information analysis such as logs, thread dump, CPU graph and also some experiences in using JProfiler and JMeter. You can imagine how much time you need to spend in analyzing the information which is hard for you to provide an immediate solution in such a short duration.

However, not all customers can be as understanding as you wish. This had happened for the entire week and it seems my task for this week is to handle customer’s chasing work, weird issues, and probably someone that playing a role that willing to lend an ear to listen to their complaints (just to make it sounds better).

Browser Feature Request or Raising a Bug?

A customer was asking why the pages are loading simultaneously when the links in the application are being opened in multiple tabs. I thought it is suppose to be one of browsers’ feature and everyone prefers to load the pages at the same time instead of waiting each page to be finished loading before loads another one (Please correct me if I’m wrong). I told her the same thing but she told me that other applications do not work in such way. I really certainly feel this is not related to the application itself. It’s more related to browser issue and how fast of each page finish loading depends on the server response time. During the interaction with the customer, I almost wanted to throw out another question “Do you think you need to review your question?” or “Do you know what are you trying to ask?” That sounds bad :P

How to Route Your Host via Phone?

During the live chat support, a customer was asking for assistance on how to configured subversion because he can’t see his commit message and I had given whatever information that I had known and requested all the relevant information to troubleshoot this. After several conversations, finally, he willing to provide the log files and requested me to wait for him so that I can provide him the solution immediately. That’s fine. I can give it a try.

After further investigation, the log shows the error message “No route to host”. If you google this error message with subversion, most of the suggested solution is to check the network connections. So, I told him that it’s related to network issues and it shows that the application can’t connect to the repository. He needs to check the network connections with his network administrator. In fact, that’s out of the support scope since it’s more related to the environment itself. He told me that he doesn’t have a network administrator and he asked me to provide him a solution for this.

I had provided a lot of troubleshooting steps such as checking whether it has been blocked by firewall but he asked me how to check this? For the entire conversation, he has been asking several times of having a phone support. If he’s requesting for phone support, why don’t I just initiate a request to go into his environment and check what’s going on? However, not much progress for that because I only able access to his installed application but I really don’t familiar with his network environment. I really don’t understand how phone support can be better than accessing to his environment since not much investigation can be done through there but he still requesting phone support.

After a few conversations, he gets frustrated and requests to escalate the issue since I can’t help him to resolve the problem. Instead of proceeding to close the chat, I apologized to him and told him that I will escalate the issue to a more experienced support engineer. In fact, I really don’t mind to escalate to someone else if there are others can provide better solutions and more experienced in handling such problem. I really hope he will accept it and the bubble thought that comes into my mind: “Release me from your problem and it will be good for both of us”. Unfortunately, he replied me “Let me pass you the control of the screen and can you try to check it for me again?”

Well, trapping in subversion issues is not the first time for me. I think I had familiarized with the trap.


This week’s live chat trend is chasing issues’ progress. There was a customer asking the progress of his raised issue which related to performance. So, I tried to grab some other support engineers to review the issue and provide assistance. After two hours, the customer came back and still asking for the progress and I made another promise to him. In the end, it involves several participants to comment and providing different areas of solutions. I guessed I was lucky that the customer does not get frustrated when there is no update after the first chase.

Lend an Ear

Another chasing work happens again today for another performance issue. The customer gets angry and has escalated the issue for several times to get different support engineers to handle his case. Since there is a “fire” burning there, probably there is a need of “strategy” on how to calm him down and gain back his trusty:

1)      The first thing is to convince him that you are reviewing his case and check what’s going on. This is to show that you are also taking care of his case although you are not the support engineer that handling the issue.

2)      Tell him that you will contact the relevant parties or the support engineer that handles the case and see how it goes to ensure that you are starting to do your work and try to grab the person to response to the customer as soon as possible.

3)      Try to make him feel that you are “innocent” :) when he asks for immediate solution on the spot. Due to the reason that you are just starting to review his case, tell him that you need more time to investigate the problem which is hard to provide any immediate feedback for cases that requires troubleshooting.

4)      Another effort assurance is to tell him that you will grab more support engineers or discuss with others on how to resolve the problem.

He was so angry and complained to me about how irrelevant the support engineer requesting the information as he has provided all the important stuff at the first place. He wants an immediate solution for this.

5)      Explain to him the reason of the request to prevent misunderstanding in terms of communication between our side and customer.

He started to feel lost of trust when he told me that he has paid a lot for the product support and he expects better quality of support and currently this is not what he is expecting.

6)      Earn back his trusty by being humble. “Can you please give us another chance to handle this case and see how it goes? I will try to discuss with others to work together for this issue and will get back to you as soon as possible.” Try to ensure him that you will pass this case and highlight the priority to other support engineers that are on duty if you are off work.

So, he calms down and said thanks for that. Surprisingly, he even telling me that he willing to provide other stuff if we need more information from them. I never expect he will say this since he was so angry in the beginning.

7) Try to give a beautiful closing. Saying thanks to him in return for his patience and understanding for willing to give us another additional time to spend on his issue.

That’s the end of the conversation but after a few minutes, the support engineer that handles this case sent a message to me and said thanks for the “damage control”. I never expect the situation can be that worse based on the usage of the term “damage control”.


How to Play with Your Customers’ Time?

Recently, I figured out that handling support cases not only requires some of the commonly mentioned skills such as efficiency, accuracy, skill of presenting your workaround to the customers, technical skill, and know the requirements of some of the regular customers but another three inter-related skills that I would like to personally add into my own list:

1) Good memory

2) Observation

3) Playing with the time

1) Good memory

Remember some of the familiar customers’ names or company names. This will definitely helpful for the support work. You can either choose to avoid handling the customer’s case if he/she comes back with other issues in the future since you already know his pattern and the level of the difficulty in dealing with him/her. This is also an advantage on how to manage your time because you already know which customer that requires more time to draft a detailed workaround and which customer that has higher understanding level and you can spend less time on him/her, and of course, definitely you will like to deal with someone that is more easy-going.

2) Observation

Well, if you are not a good memory person, try to increase your observation skill. What you need to observe? I personally feel some of the important information that you need to observe will be the customer’s name, timezone, and the time the customer has responded or replied to you. You must remember the name and prevent the typo error as this will give the impression that you are not really looking into their problem in a detailed way. In fact, I will hate myself if I make such mistake. This is because I personally feel that getting the correct name is the most basic respect to the customer and I certainly feel it’s a humiliation to myself of being irrespective to someone and also to the customer as well as it seems that he/she is not being taken care of.

Timezone information and last response time is the key element that defines your time management and leads you to the time game with the customer.

3) Playing with the time
This is the most important skill and if you are not good enough in playing with the customer’s time, it will affect your time management and you will face the problem in handling other non-support tasks.

For example, if there are several customers get back to you and the scenario will be:

1) Customer A mentioning that the solution doesn’t work

2) Customer B just to inform you that everything is working fine and you can close the issue now.

3) As for Customer C, he has another problem after solving the first issue.

4) At the same time, there are several new issues raised by other customers.

Based from the provided scenario, which customer that you will give the first reply when you see this list?

Well, this kind of situation has been happening to me almost everyday but when I was firstly facing this situation, I will get tense up and definitely cleanup the existing issues in the sequence 2, 3 and 1 and will get panic if more than one existing issues same as Customer A. The first thing that comes into my mind is I need to get back to the customers with an immediate solution. The customer has been waiting for my response or workaround and I have to immediately get back to him/her to reduce the resolution time so that the customer won’t get frustrated with me or escalate the issue to someone else. Besides that, I have to worry for the new issues that are waiting for me to handle as well and usually I don’t handle many new cases if this situation happening to me because I was busy with the customers that get back to me. The common mindset is to clear the existing cases before picking up the new cases. That is a common thinking for everyone because our thought has been shadowed by the word “time”. Support always giving the impression that “we must solve the issue as soon as possible” or “customer started to get frustrated. We need to stop them from shouting or keep yelling to us about the problems”. For this reason, we are lacking of time management and also lacking of weighing the priority of the work.

Recently, I had learned how to play the timing game with the customers. I had taken the different steps and I get more benefits this time in the same scenario:-

1) Customer A mentioning that the solution doesn’t work

2) Customer B just to inform you that everything is working fine and you can close the issue now.

3) As for Customer C, he has another problem after solving the first issue.

4) At the same time, there are several new issues raised by other customers.

This time, I started with taking new cases (4th) and the sequence is 4, 1, 3, 2. (Wow. Suddenly it reminds me of the ‘Traveling Salesman Problem’ that I learned during the college time :P). Let’s start our game :)

Why 4, 1, 3, 2 and not 1, 2, 3, 4?

I hope that you still remember that I keep stressing the point of “timezone” and “the time that the customer replied to you” from the beginning until now. Well, if you don’t see the customer’s response before you leave the office today, it’s indicating that the customer does not fall into your timezone. If you see his response on the next day when you come to work, that’s definitely already prove to you that he’s different world from you :P

So, what’s for the rush of applying the “solve the issue as soon as possible” by being panic and spending your time to reply to him while you are ‘BUSY WORKING‘ and he is ‘BUSY SLEEPING‘? Maybe you got the thought that replying to him will give him the impression that you had already giving an immediate response to save the situation but doesn’t it sound too late to save the situation? If he really frustrated that you are taking too long to resolve the issue, he already escalated the issue last night and why now you still the one that handling his case? What’s the point of giving immediate solution while he’s still in the dreamland and he can’t see it or even he checks his email at home, he doesn’t have the environment to test on your solution and he needs to wait for the other day to perform the testing when he back to work.

Besides that, you will get distracted with his issue and ignoring all other important tasks on your hand. Why don’t just spend more time on other issues that might be more critical or issues that had been raised in your timezone? For this reason, I start with handling more important cases before getting back to the existing.

Why not 1?

You won’t know how long you need to spend on finding another solution for his problem. You might probably need to spend the entire day for this and probably not. Don’t get distracted by existing problems that affects your other more important tasks. If you had handled several new cases, the rest of the time is for Customer (1) and Customer (3). Customer (1) will be more important than Customer (3) because you don’t even able to get the initial confidence and trusty from the customer. Your first solution doesn’t work. Although you are not sure how long you need to spend to find another solution but at least you had handled several new cases today.

Why not 2?

Yea. Why not 2 since it’s just a basic reply of saying ‘glad to hear the issue has resolved’ and close the issue which you just can do it less than five minutes? Once again, what’s the rush? There are customers waiting for solutions and workaround in support in order to resume their business operations back to normal but there are no customers waiting for your basic reply and issue closure which doesn’t bring any effect to their work since their problem has already resolved. The same reason again. Why so rush doing the reply that just takes you less than five minutes and he’s in the dreamland? :P

Why not 3?

Well, your solution has resolved his initial problem and you had successfully got his trusty. So, you don’t have the need to rush to “please” him again for the second time. At least you already got his confidence and you are the one that takes control of the situation at the current moment  :)


Customer Focus

Understand Customers

This month seems not really a good performance month for me. As I mentioned in my previous blog, I started to handle some hard support cases and it causes me spend more time in support task and abandoned my other tasks. Well, when I decided to handle easy cases to slow down, it seems there are no such level of cases for me anymore :P Even though there might be some for me, however, it ends up the customers telling me it’s related to integration with other products which I lack of knowledge for that integrated product or other problems that I never handle before this. The reasons I have to take such level of cases are:

• Understand more for different levels of customers’ requirements

• Understand what are the majority of the customers require from support service

• Do the majority of the customers prefer friendly service or a formal and professional service?

I’m not sure whether I’m putting them as an experiment or testing to obtain some answers for the questions that I had mentioned above but I think I’m curious to know several things about customers:

• Since it’s a global support, it’s an opportunity to communicate with different customers from different countries, cultures, backgrounds and also different business fields.

• know what other businesses that we might not aware of it and why their business area requires this kind of feature

• analytical skill (analyze what message they wish to pass to you and feedback that they wish to be returned from you)

• being detailed (everything seems inter-related)

• management skill (the time you had spent for different level of cases)

As what others always have in their mind will be troubleshooting skill and technical skill, this only can be my interest and “widening” my knowledge. I personally feel it’s not something that can be improved because some errors (e.g. OutOfMemoryError) have several fix answers to increase the memory to resolve the problem. However, skills such as analytical skill, management skill, communication skill, logic skill, business point of view and even maybe reading skill are the improvement skills because there are not fix answers. It sounds more challenging and interesting.

Customer Satisfaction

As you know, hard level cases require more time and customers tend to get frustration when the problem not yet being resolved after certain duration. I certainly don’t look optimistic for this month’s customer satisfaction but frankly say, it seems I don’t put much concern about this :P It sounds irresponsible but I don’t want to be pressurized and to be controlled by the figures (I know I should concern since I’m providing services for customers). I know that it can go worst than the current situation if I put too much concentration on that because pressure and feeling being control will affect the quality of work. The most important is I had provided all that I can and all the knowledge that I had gained so far had been provided for each handled case too. So, what else I need to concern anymore? I always feel nothing is more important than you had tried your best in your work and you are in the ‘fullest’ mode : P I always prefer to try my best although the ending might not as what I expected rather than not trying it at all because I always try to avoid three feelings occur to me: guilty, regret, disappointment (feeling disappointed and disappointing others).

However, what I really want to share are some friendly customers that I really appreciate their patience and toleration.

Customer #1 – Patience and Understanding

The customer’s company moving all the services to virtualized platforms and I told him that I’m not really familiar with it but will try to assist and see how it goes. I analyzed the log and found some errors related to VM but he told me that I should not care about those errors as those are their own stuff.

However, I like to work with this customer. I guessed he is a technical background person because although this issue not yet resolved but he is willing to analyze and work together to resolve each error in the log file, one by one. Towards the end, he told me it’s integrated with another product which I’m not familiar with and we were having problem in resolving the last error. It seems that this issue has been almost one month and I even required assistance from another colleague to reply to him since I’m too busy with my work.

However, I got an unexpected reply for him that makes me feel even guiltier of not able to provide an efficient solution to him. He mentioned that most of the errors were able to traced and resolved with the help of me and this is the last error that we are stuck on it.

Since I need more information and assistance when he told me it’s related to another product, it would be nice if I tell him that I need some time to work on it rather than never update him anything. However, he was so kind and telling me it’s ok. He is not in a hurry to move this to a new environment. I just don’t know what I can say to him anymore. I just really hope I can find out some solutions to him as an appreciation for his patience and understanding so far. Even he’s going to give me a scold in the next reply (who knows), the previous patience and understanding words from him is more than enough for me.

Customer #2 – versus IT?

As usual, database connection problems might be related to jdbc drivers, misconfiguration or spelling error in the config file. Those are common mistakes for customers. Although the configurations in the .conf file seem fine, there are some weird characters which I’m not sure what it is for. So, I asked him what are the meanings of the weird characters. He told me that he will update the case later as soon as he get through “bribing” his IT department to move his request into highest priority compared with others. In less than one week, he resolved the issue and telling me that whatever security permission his IT department had is the cause the problem.