## Clarify the issue ### Technical details - Is the issue presently active, or is it historical? If historical, when did the issue stop? Were any changes made to the customer’s solution in an attempt to solve the issue? If so, what were those changes? - Is the issue intermittent or consistent? If intermitent, what is the pattern and frequency (e.g., only during peak hours, 10 occurrences out of several thousand requests per day)? - Did this scenario previously work or not? >YES → treat as break–fix; focus on reproduction; NO → likely a how‑to scenario; understanding the background intention and scoping is essential. - Does / did the issue affect all users, or only specific users, clients, or workflows? ### Scope & satiscation management - What outcome does the customer consider a “resolution”? *(e.g., permanent fix, acceptable workaround, clarification that behavior is by design)* ### Bussiness impact & urgency: - How is this issue impact the bussiness? *(e.g., production outage, degraded performance, delayed processes, financial loss, regulatory or compliance risk, etc.)* - Are there any upcoming deadlines, cutovers, deployments, or business events that increase urgency? ## Tips on communication - Avoid long email loops with incremental Q&A — proactively offer a call to clarify details efficiently. - Avoid overly negative or apologetic language. Keep communication positive: *e.g., thank customer for feedback/patience and express a clear intention to improve or move forward.* - **Re‑organize** and restate the customer’s questions to ensure fully understand the key points and confirm alignment. - When requesting information, **explain why it is needed** and what the next action will be after receiving it. *e.g., “Could you share the query hash when convenient? I want to validate execution patterns.”* - Always set a clear **next‑contact date** to provide transparency, predictability, and a sense of ownership. *e.g., “I will update you by <time/date> or earlier if new findings come up.”* - Always **anticipate customer's likely response** before sending the analysis, and refine the analysis accordingly. ### Key ideas - **Reproduction is the key to resolution**. If the issue can be reproduced, identifying the root cause and fix paths becomes significantly easier. - **Understanding intent matters**. For how‑to or design questions, clarifying the customer’s underlying goal prevents wasted effort. - **Clear expectations drive trust**. Transparency, structured communication, and timely follow‑ups strengthen the support relationship.. *e.g., “Next steps: I will correlate SQL telemetry with your provided timestamps. Once done, I’ll share the findings. You can expect an update by tomorrow 11:00 JST. If you notice new errors in the meantime, please send them — they will help refine the analysis.* ### Team/Personal KPI - CSAT > Throughput/Long aged ticket. ### Personal reflections I notice myself oversuing "kindly", and in some cases it can sound indirect or overly formal. It's best used selectively-especially when asking the customer to do something that requires effort. It's not recommended for short clarification: “Kindly note…” may often sounds lecturing. “Kindly confirm?” may feel stiff and unnatural. Natural alternatives: “Could you please share the logs when available.”, “At your convenience, please share the query text.”.