A support desk trainer is teaching a new support desk … Which statement describes the rules the trainer should be teaching?

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.

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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.

Tags: Introduction to Computer Studies

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