Handling a Tech Support Call

If you work on a tech support line or hotline, asking the right questions as well as giving instructions is fundamental in order to have a successful call.

Listen to the audio below and try out the quiz.

1.

The customer is having problems with connecting to the server.

 
 

2.

A document isn’t displaying characters correctly.

 
 

3.

The problem is an access rights issue.

 
 

4.

The customer needs to use the document by the end of the week.

 
 

5.

The customer is unable to view the document after speaking to Tech Support.

 
 

Summary:

Here are some more useful questions to ask during a Tech call:

  • Do you mean you’re having problems with…?
  • Are you having trouble with…?
  • Just to confirm, you’re trying to…?
  • What kind of problem are you having?
  • Could you explain the issue?
  • May I help you with anything else?
  • What happens when you try…?
  • Which program is not responding?
  • Could you help me understand…?
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