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Calling a helpdesk: Summary
Calling a helpdesk: Summary
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Inform the helpdesk operator: 1) who you are, 2) what the product / service is that is causing you problems, 3) what you were trying to do when you encountered the problem, 4) what steps you took and what the result was, 5) the consequence for you if the problem is not resolved rapidly.
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Use short sentences, but above all be clear.
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Only mention things that are strictly relevant.
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Constantly check what the operator has just told you.
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Ask if the operator has understood you – get them to summarize your problem (this will enable you to really check if they have understood or not).
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© 2014 Springer Science+Business Media New York
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Wallwork, A. (2014). CALLING A HELPDESK. In: Telephone and Helpdesk Skills. Guides to Professional English. Springer, New York, NY. https://doi.org/10.1007/978-1-4939-0638-3_12
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DOI: https://doi.org/10.1007/978-1-4939-0638-3_12
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