You don't need to fix every problem the user thinks they have, you just need to make everyone feel like their issue was addressed. Often the users are so ill educated that they can't ask the proper questions.
Quite often I'd come away from an issue having not actually solved the problem as stated by the user...but I'd listen to their complaint, and either teach them how to work around the issue (not how to bypass company policy, but how to work with the options open to them) or show them why what they were attempting wasn't feasible.
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and 80% psychology.
You don't need to fix every problem the user thinks they have, you just need to make everyone feel like their issue was addressed. Often the users are so ill educated that they can't ask the proper questions.
Quite often I'd come away from an issue having not actually solved the problem as stated by the user...but I'd listen to their complaint, and either teach them how to work around the issue (not how to bypass company policy, but how to work with the options open to them) or show them why what they were attempting wasn't feasible.