IT Help Desk Question: Download IT Help Desk PDF
How do you make sure that you are able to communicate what you want to say to the customer?
Answer:
It is true that many customers have trouble understanding what we at the help-desk are trying to tell them especially through technical walk through. Since we are not supposed to spend too much time on a call, should a situation like this arise, I usually take the customer's email address and tell him I will write the walk through for him and email it so he can follow the steps. This way he can read and re-read the instructions and understand and follow them at his own pace.
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