A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?
- Ask the customer what the problem is and then introduce yourself.
- Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.
- Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.
- Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.
Explanation: The three rules to remember at the beginning of a conversation with a customer are these:Know your customer
Create a one to one connection with your customer.
Understand the knowledge level of your customer