IT Help Desk Question:

► Have you noticed some product-issues that you perceive could cause possible calls by end users/ customers?
► What steps do you take when handling an awkward call such as when the caller is concerned with their warranty or asking for a return or refund?
► Are you familiar with service manuals/schematics and how do you use them?
► What if a warranty has expired and a customer demands a no-charge repair?
► A customer could damage a product and expect the company to fix or replace it. How would you handle this situation?