you have been hired as a tech support specialist for a new company. on your first day. you have 3 customers call in needing support. How would you handle each customer's situation? the names are Elijah sindy and josh
Customer 1: Elijah
1. Greet Elijah warmly and introduce yourself as the tech support specialist.
2. Ask Elijah to explain the issue he is facing in detail, ensuring active listening.
3. Walk Elijah through basic troubleshooting steps relevant to his problem.
4. If the issue persists, ask Elijah if he has tried any specific solutions.
5. Based on his response, suggest alternative troubleshooting steps or offer to remotely access his device to resolve the issue.
6. Provide clear instructions and guidance throughout the process.
7. Confirm if the solution worked and ask if there are any other concerns.
8. Thank Elijah for reaching out and offer any additional support if needed.
Customer 2: Sindy
1. Greet Sindy enthusiastically and identify yourself as the tech support specialist.
2. Ask Sindy to describe the problem she is encountering in detail, practicing active listening.
3. Empathize with her frustration and assure that you're here to help her.
4. Ask Sindy if she has attempted any troubleshooting steps already and what the outcome was.
5. Based on her response, provide clear instructions and guide her through appropriate troubleshooting techniques.
6. If the issue persists, calmly and patiently offer alternate solutions or schedule a remote session to better assess the problem.
7. Reassure Sindy that her issue will be resolved and check back periodically during the troubleshooting process.
8. Verify if the issue has been fixed and address any additional concerns she might have.
9. Thank Sindy for her patience and offer assistance with any further issues.
Customer 3: Josh
1. Greet Josh warmly and introduce yourself as the tech support specialist.
2. Ask Josh to explain the technical issue he is experiencing in detail, listening actively.
3. Assure Josh that you understand the urgency, and ask if he has taken any initial steps to troubleshoot the problem.
4. Based on his response, provide step-by-step instructions for a few common troubleshooting techniques.
5. Encourage Josh to attempt these steps while you stay on the line, available for further assistance.
6. If these steps fail to resolve the issue, ask for any error messages or details that may help assess the problem more accurately.
7. Offer to remotely access his device to diagnose and fix the problem directly, while seeking his consent.
8. Clearly communicate any actions you're taking and ensure that Josh feels comfortable throughout the process.
9. Once the problem is resolved, verify with Josh if everything is now working as desired and address any additional concerns he may have.
10. Express appreciation for Josh's patience and offer assistance with any future inquiries.
could you write this without the numbers please
Customer 1: Elijah
Greet Elijah warmly and introduce yourself as the tech support specialist. Ask Elijah to explain the issue he is facing in detail, ensuring active listening. Walk Elijah through basic troubleshooting steps relevant to his problem. If the issue persists, ask Elijah if he has tried any specific solutions. Based on his response, suggest alternative troubleshooting steps or offer to remotely access his device to resolve the issue. Provide clear instructions and guidance throughout the process. Confirm if the solution worked and ask if there are any other concerns. Thank Elijah for reaching out and offer any additional support if needed.
Customer 2: Sindy
Greet Sindy enthusiastically and identify yourself as the tech support specialist. Ask Sindy to describe the problem she is encountering in detail, practicing active listening. Empathize with her frustration and assure her that you're here to help. Ask Sindy if she has attempted any troubleshooting steps already and what the outcome was. Based on her response, provide clear instructions and guide her through appropriate troubleshooting techniques. If the issue persists, calmly and patiently offer alternate solutions or schedule a remote session to better assess the problem. Reassure Sindy that her issue will be resolved and check back periodically during the troubleshooting process. Verify if the issue has been fixed and address any additional concerns she might have. Thank Sindy for her patience and offer assistance with any further issues.
Customer 3: Josh
Greet Josh warmly and introduce yourself as the tech support specialist. Ask Josh to explain the technical issue he is experiencing in detail, listening actively. Assure Josh that you understand the urgency, and ask if he has taken any initial steps to troubleshoot the problem. Based on his response, provide step-by-step instructions for a few common troubleshooting techniques. Encourage Josh to attempt these steps while you stay on the line, available for further assistance. If these steps fail to resolve the issue, ask for any error messages or details that may help assess the problem more accurately. Offer to remotely access his device to diagnose and fix the problem directly, while seeking his consent. Clearly communicate any actions you're taking and ensure that Josh feels comfortable throughout the process. Once the problem is resolved, verify with Josh if everything is now working as desired and address any additional concerns he may have. Express appreciation for Josh's patience and offer assistance with any future inquiries.