What can you can do to help a caller who needs phone support and is not a competent computer user?

What can you can do to help a caller who needs phone support and is not a competent computer user?

Ask permission to use the phone. What is one thing you can do to help a caller who need phone support and is not a competent computer user? Allow the customer to ask questions. Be patient and take the customer through each step slowly.

What is one thing you should do when you receive a phone call requesting on-site support before you make an appointment?

What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment? Try to resolve over the phone prior to making an appointment, at least address the problem. You make an appointment to do an on-site repair, but you are detained and find out that you will be late.

When making an on-site service call what should you do before making any changes to software or before taking the case cover off a computer select all that apply?

When making an on-site service call, what should you do before making any changes to software or before taking the case off a computer? Ask the user to describe the problem in detail and if there is data on the hard drive not backed up. Then ask permission to service the computer.

What are the six steps that you can use to solve any computer problem?

1) Interview the user and back up data, 2) Examine the system and form a theory of probable cause or your best guess, 3) Test your theory, 4) Plan a solution and implement it, 5) Verify all works and take appropriate preventive measures, and 6) Document what happened and the outcome.

What should you do after a problem has been resolved at an on site service call?

Once you feel like you have resolved a problem, politely tell the customer the job is finished, and go on your way. Errors with memory are often difficult to diagnose because they can appear intermittently and might be mistaken as other types of errors.

Which is the best first step to protect important data on your hard drive?

The best way to secure data from a hard disk crash is to install software and create a backup of data to an external drive. The NovaBACKUP professional is used to create a copy of data. When the hard disk failure is occurred, this copy of data can be used to restore the whole data.

When you start a troubleshooting discussion with a user what should you have them do?

(1) Interview the user and back up data, (2) Examine the system and form a theory of probable cause or your best guess, (3) Test your theory, (4) Plan a solution and implement it, (5) Verify all works and take appropriate preventive measures, and (6) Document what happened and the outcome.

What should you do if you Cannot solve a problem that you are working on?

What should you do if you cannot solve a problem that you are working on? The problem should be escalated so that it is assigned to someone higher in the support chain.

How can I provide good technical support?

8 tech support best practices

1. Offer multi-channel tech support, including live chat.
2. Don’t keep customers waiting.
3. Provide FAQs and troubleshooting help online (self service).
4. Hire well and train representatives properly.
5. Use software to keep track of customers and take care of routine tasks.

How do you manage customer service department?

THE KEY STEPS TO ESTABLISHING A GOOD CUSTOMER SERVICE DEPARTMENT

1. Establish the function of your customer service team.
2. Hire the right employees.
3. Create a solid plan for dealing with issues.
4. Measure customer service performance.
5. Have the right tools for dealing with customer service queries.

How do you approach solving a problem?

8 steps to problem solving

1. Define the problem. What exactly is going on?
2. Set some goals.
3. Brainstorm possible solutions.
4. Rule out any obvious poor options.
5. Examine the consequences.
6. Identify the best solutions.
7. Put your solutions into practice.
8. How did it go?