Passive customers may need reassurance. Determine whether the problem is within our scope. Refer the customer to other sources of information such as web pages or on-line help. Close Out Determine whether the customer understands your answer or resolution. Thank the customer for his or her patronage.
Scenarios Read carefully the scenarios below.
On a separate piece of paper write a short essay. Use this opportunity to really think about your approach to tech support. Scenario One Sue calls up. I can't get this durned thing to work. This mail thingee keeps sayin somethin bout the server.