Help Desk Specialist Question:

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If you’re working at a help desk, chances are you’re going to be dealing with people who need help. If people need help, chances are they’re confused, frustrated, upset, angry, or a little bit of everything, and you are the one they’re reaching out to in order to calm their woes. It’s important not to take personal offense to a customer’s frustrations – unless, of course, they insult you personally, but most of the time your employer will still expect you to handle this with grace and professionalism. (Usually, this means transferring the elevated customer to a manager – being subjected to verbal abuse and harassment is not in your job description, so make sure to have this discussion with your higher-ups and know what to do in these scenarios.)