On-site solutions to Oracle customers

On-site solutions to Oracle customers

 

I. Overview
Oracle Database Service has a huge market demand. There are a lot of vendors working on Oracle third-party services in China. In the face of so many seller choices, there are dazzling service providers, it can be said that both love and hate. What I love is that sometimes it can help me solve problems, relieve pressure on myself, and sometimes it cannot solve the problems, making it hard for me to explain.
Different customer engineers have their own preferences and emotions. Engineers who provide Oracle services also have their own joys and sorrows. The customer's preferences and sorrows are intertwined with the ups and downs of Service Provider engineers. They write a colorful chapter on services and services.
As an on-site engineer in a weak position, how should we face customer engineers in Party A's place? It deserves a good summary and appreciation from every onsite engineer. After experiencing these real challenges, we must have a profound understanding of the customer as God.
On-site engineers face not only technical issues, but also representatives of a company. Many technologies may not be useful, and they need to be handled flexibly and adapt to the situation. It is necessary to grasp a degree of speed, accuracy, weakness, coordination, and interpretation. Of course, it is necessary to have technical skills to solve problems at the site. On this basis, it is also important to have excellent communication and psychological skills to cope with the site, it reflects a person's comprehensive quality and represents the company's image on the one hand.

Ii. Customer classification
As the saying goes, Lin zida has all birds. Describe only some of them.
Theoretically, we are equal and cooperative. In reality, we are a relationship between sales and sales. In fact, there is indeed inequality. One party is a strong Party, one Party is a weak Party B. In a single sentence, Party B politely responds. This may not be necessary, but most of the scenes are in this situation.
Services and services must be equal in cooperation, but people have changed. This is a common reality. Check the customer type.
2.1 enthusiastic and thoughtful
Some customers are very enthusiastic and considerate. before you arrive at the site, you have prepared a meal ticket. After the problem is solved, you will have a good meal. What's more, you will take you for a ride. Such customers are generally well-qualified customers, and you are grateful for solving their problems. (In fact, there is no need to be grateful ).
2.2 Non-cold, non-hot type
Such customers do not have a special reaction when you arrive, handle problems, and leave. The atmosphere of their team is like this, and they do not need too many customers, this is a type of non-active Q &.
2.3 advanced models
Some customers are looking forward to your arrival and are very enthusiastic and friendly to you. They try their best to meet your requirements. However, if you cannot solve the problem or create a new problem, they will not hesitate to complain to you. And you are not allowed to come back to their site next time, asking for a new person.
2.4 strongly dependent
The customer has a very serious dependence on your technology. Sometimes it is not the customer's understanding. In most cases, the customer does not want to be responsible for the possible consequences, because database operations are sometimes at great risk. Therefore, you can do everything, such as expanding the tablespace and deleting unnecessary files.
2.5 self-reliant
Sometimes at the scene, it may make you feel that it is unnecessary for customers to buy the services of your company, because every time your company asks for a so-called check, it seems that the customer engineer is reluctant to let you touch any system and not allow access to any machine. What you need to do is, provides scripts and operation instructions to ensure no viruses are detected. They operate on their own.
2.6 powerful
Sometimes at the scene, the customer seems to be superior to you, and sometimes it makes you feel a little bit beat up. Whether it is from communication or consulting, the customer seems to set up an ambush, you are actually being tested. These people both have fast operation skills and have a deep theoretical level. In addition, they have a strong DBA team.
2.7 completely incomprehensible
For some reason, the customer may temporarily lack manpower or the DBA has just left the company. The customer engineer only takes over the task temporarily, or the customer is just getting started and is maintaining an unimportant system, in fact, if you want to teach him, you may need to consult with you about a command or a letter. This type is completely unintelligible.
2.8 huge pressure
Sometimes the customer engineer is facing a lot of pressure at the site, working all night long and fighting continuously. As long as the problem is not solved, he is facing a strong pressure from the superior, or the superior is also facing the pressure from this superior, this type of pressure is hard and must be transferred to field engineers at the same time. This type of customer engineer may face huge pressure for assessment. Therefore, it has very high requirements for on-site engineers who implement the service, and must ensure that the problem can be solved and prone to emotional problems, easy to show on the face.
2.9 press type
Some customers have a mentality. When I buy your services, you have to listen to me. Many third-party vendors are responsive to customers due to fierce competition. They also require on-site engineers to satisfy customers as much as possible and further encourage customers with this mentality. If the customer thinks that the money is spent, they have to handle the problem well and provide the service as much as possible. It seems that they want to get all the money they have spent and try their best to make money. All your time is for customers, including your weekends and even your nights. It is just a weekend shift of tables and chairs that requires you to work on behalf of us.

Iii. Customer requirements
3.1 Quick Response
Some customers once told me that a very important factor in purchasing your services is the importance of a fast response mechanism. Generally, customers must pay attention to their questions. Sometimes, they are asking questions inadvertently or formally. Whether or not the customer pays attention to the questions, they should pay enough attention to them, otherwise, the customer may be dissatisfied, and serious complaints may occur.
3.2 reliable technology
Some customers have strict requirements on engineers who provide services, and even require passing their own interview and written examination. Other customers may not have high requirements, however, technical engineers are required to be technically reliable. In general, engineers with poor technical skills are often familiar with and train hands on clients with good speech and unimportant systems, have the opportunity to enter important systems of important customers. Without a certain degree of technical strength, the customer may be dissatisfied. If you do not know, the customer will lose confidence in you.
3.3 precise problem locating and handling
Accurate identification of the cause of the problem is a very important skill. It also represents the quality of the provided services. Experienced engineers can quickly and skillfully verify the problem, but less experienced engineers will try to solve the problem one by one and finally find the crux of the problem. In any case, the customer may not accept the unreasonable and unconvincing analysis of the problem.
3.4 excessive requirements beyond the scope of the contract
Sometimes the customer may ask for things beyond the scope of your ability, or even contract scope. If they are beyond the scope of your ability, they can ask the company to coordinate resources and seek help, but beyond the scope of the contract, you can only reflect it with sales. For example, if you only want to maintain the database, and the customer asks you to check the host hardware, or make some requirements, such as the level of laboratory required by your company.

Iv. problems and contradictions
4.1 some unsolved contradictions exist objectively in reality.
Not all problems can be solved, but not all technical problems must be solved by technical means. Many problems cannot be solved by the current level. These problems exist objectively. Even senior engineers from the original manufacturer cannot solve the problem.
4.2 The technical strength in the contract differs greatly from that in the field
Sometimes, the customer thinks that the contract is not so strong, not so good, or even a big gap after the contract is signed. The customer may be dissatisfied.

5. Customer response skills
5.1 promise the customer to do things.
Many times, many engineers are eager to go home before leaving the customer, or want to leave the customer early, so as to avoid any problems to bother themselves, as long as the customer asks questions, it is often verbally promised to go back and look at it again, but it may not look back, do not pay attention to it, or forget it, it is easy to cause customer complaints.
Make sure you give the customer a result, regardless of the result.
5.2 represents a gesture
Many times, to be honest, you may not be able to solve the problem, but at least you have to make a gesture, indicating that I did my best. In terms of service attitude, if the problem is not solved, and another look like an uncle, the results will often fail.
5.3 build relationships with customer engineers
A good relationship with customer engineers is actually an embodiment of an engineer's ability. Once the relationship with the customer engineers is well established, the problem can be handled easily. If the relationship with the customer is poor, the two sides complain secretly and add a wall to each other. For example, ask customers to have a meal, talk about things in the North and South, or communicate with them in depth about other issues they are concerned about. Demonstrate a sincere, professional, enthusiastic, and professional quality to the customer. A good relationship is actually a lubricant for solving the problem.
5.4 maintain smooth communication with engineers from other vendors
At the scene, there are often a number of vendors working together to do one thing. In fact, everyone has a common goal, that is, to make the system run efficiently and stably, and everyone's goal is consistent, if something goes wrong, everyone should support each other and try not to make things happen to each other, which makes everyone uncomfortable.
5.5 other assistance as far as possible
As part of cultivating customer relationships, it is also helpful to properly meet other requirements of the customer. For example, copying technical materials to the customer and providing a small training for the customer, in order to answer customers' doubts, it often has good results.
5.6 submit detailed documents
Customer engineers often need a technical document for the problem, so that they can identify the cause and take measures to avoid the problem next time. Some may need a report, deliver to leaders. In any case, it is necessary to submit a friendly and professional report afterwards.