Make sure the user specifically acknowledges that the problem has been resolved. Check in a few days later. See whether the user is still satisfied. Keep your boss informed. Let your boss know about overall trends, significant problems and major successes.
Managers like to know the important stuff, and they hate being surprised by bad news.
Follow these 10 steps, and no one will have the right to complain about your user-support capabilities. Dana Shultz is an Oakland-based certified management consultant, speaker and coach specializing in office technology.