To give technical support to anyone who calls

To resolve all calls requiring technical support

To keep the customer performing at the highest level possible

To obtain information for any questions that are asked

During the initial interaction with the customer

When the customer becomes irate

During informal communication

When you have established a good rapport with the customer

Using lots of long words when speaking to a customer

Telling the customer what they meant to say

Repeating what the customer says using your own words

Repeating what the customer says in their words

RS-232, Analogue, and Voice

T-1s, ISDN, and Mainframe

Ethernet, Fibre Optic, and Token Ring

TCP/IP, UNIX, and IPX/SPX

It provides private access

It provides searchable topic fields

It is printable

It is computer-based

Ask the customer if a start button or disk icon appears on the screen

Ask the customer if he is the only one who can print to this printer

Ask the customer if he has experienced any problems recently with any other applications

Guide the customer through checking the printer connection and making sure the power is turned on

To give technical support to anyone who calls

To resolve all calls requiring technical support

To obtain information for any questions that are asked

To keep the customer performing at the highest level possible

Be confident

Be enthusiastic, but natural

Be efficient

Be talkative

Be agreeable to all customer opinions

Inform the other help desk analysts

Troubleshoot the problem yourself

Wait for customers to call the help desk

Call all customers that use the server

Be confident

Be agreeable to all customer opinions

Be talkative

Be efficient

Be enthusiastic, but natural

Use industry terminology to educate the customer

Use vocabulary to match the customer's level of knowledge

Use acronyms that are commonly used in the industry

Use the simplest terminology that is understood by all levels of knowledge

Devices that are connected to the computer, but are neither internal nor external to the processing unit

Devices that are connected to the computer and become the processing unit

Devices that are connected to the computer and are internal in relationship to the processing unit

Devices that are connected to the computer, but are external in relationship to the processing unit

Office location

Personnel records

Proprietary information

Payroll information