Q: You are an IT support specialist for a computer repair shop. A customer brings their computer and explains their problem. You need to perform some basic troubleshooting steps that take about 30 minutes. Which is the best way to interact with the customer?
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Q: You work as an IT support professional at a store that fixes computers. A client shows in with their PC and describes the issue. It will take you around thirty minutes to complete a few simple troubleshooting techniques. Which method of communication with customers works best?
- Ask the customer for their phone number and tell them you will contact them when you are finished.
- Explain to the customer what needs to be done, the time required to complete it, and give the option to leave the computer or wait at the shop.
- Start troubleshooting in front of the customer.
- Take the computer to the back of the shop and start troubleshooting, leaving the customer in the waiting area.
Explanation: It’s all about how you communicate! It is important to let the consumer know right away that you will be doing some fundamental problem-solving steps, which might take up to half an hour. Describe the actions that you intend to take and assuage their concerns by assuring them that you will keep them updated on the situation at all times. Expectations may be better managed and trust can be built when there is transparency and clear communication.
