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What is the one thing you can do to help a caller who needs phone support and is not a competent computer user?
Wiki User
∙ 13y ago
Ask them if they are sitting in front of the computer so you sound confident and professional in your wish to help the caller to help themselves to identify why they need phone support. Professionals in phone support know how much easier it is to help a caller if they can describe what the problem and fix the problem themselves. It also means they do not keep making the same mistake again and again
Answer
The key is to really listen to what they are saying. Ask them to bring up the system information and read it to you. It is simple and you know what kind of system they have. Patience and encouragement will get you through the call faster--not to mention using as few steps as necessary. We used to go by the SPUD method--system, program, user and data--to zero in on the issue.
Wiki User
∙ 13y ago
Wiki User
∙ 14y agoDon't use computer jargon while tallking.
Don't ask customer to do something that might destroy settings or files without first having the customer backed them up carefully. Page 1198
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A new hospital needs a computer that can support hundreds of users. What classification of computer does the hospital need?
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Ask questions
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The easiest way to identify a caller and their needs is to ask them. Consider starting by telling them your name and then asking them their name. Then, ask them the purpose of their call.
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