Attention to Detail
Before replying, you do this to ensure accuracy.
What is reviewing the ticket details?
A customer writes: “My Teams won’t open!! Help!!”
What’s the first thing you should include in your reply?
What is an empathy statement?
This programming language, created in 1991 by Guido van Rossum, is known for its readability and indentation-based syntax.
What is Python?
This actress stars as Wednesday Addams in the 2022 series Wednesday.
Who is Jenna Ortega?
This type of response answers the customer’s question fully, without them needing to ask follow-ups.
What is a complete response?
This phrase describes responding based on the entire problem, not just one small part.
What is addressing the issue holistically?
A customer is waiting on a vendor, and you know it’ll be 48 hours. What do you send?
What is a status update with an accurate expectation?
This term describes the worldwide system of interconnected computer networks that uses the TCP/IP protocol.
What is the Internet?
This British musician, known for his theatrical stage presence and hits like Space Oddity and Life on Mars?, was inducted into the Rock & Roll Hall of Fame in 1996.
Who is David Bowie?
This communication skill means avoiding jargon and using language the customer can understand.
What is simplifying technical language?
When updating a ticket, this ensures nothing is missed in the troubleshooting flow.
What is documenting each step?
A user reports “slow laptop,” but you notice a full hard drive. What should your response include besides the fix?
What is preventative guidance (how to avoid the issue again)?
This network model, consisting of seven layers, is used to understand and troubleshoot network communication.
What is the OSI Model (Open Systems Interconnection Model)?
This 1990s animated series, created by Matt Groening, was originally a series of shorts on The Tracey Ullman Show.
What is The Simpsons?
This type of ticket response includes the “what, why, and what’s next.”
What is a structured or organized response? OR What is a complete response?
This detail-checking step prevents confusion when multiple devices, locations, or symptoms are involved.
What is verifying all customer information?
A customer writes: “That didn’t work.” You should do this before replying.
What is reviewing the troubleshooting history and confirming what was attempted?
This open-source operating system, first released in 1991 by Linus Torvalds, is widely used for servers, desktops, and embedded systems.
What is Linux?
This groundbreaking video game, released in 1985, was designed by Shigeru Miyamoto and introduced one of the most iconic characters in gaming history.
What is Super Mario Bros.?
When writing directions, this technique helps customers follow the steps more easily.
What is using bullet points or numbered steps?
This prevents sending a response with typos, incorrect names, or missing attachments.
What is proofreading?
You’ve tried three solutions and need to escalate. What is the best Plus One response?
What is: explain the reason for escalation, give the expected next step, and reassure support?
This term describes malicious software designed to gain unauthorized access, damage, or disrupt computer systems, often spreading via email, downloads, or networks.
What is malware?
This open-world video game series, first released in 2001 by Rockstar Games, lets players explore the fictional city of Liberty City and engage in organized crime missions.
What is Grand Theft Auto?
This practice ensures you’ve actually answered the customer’s real question, not just what you assumed.
What is restating the request for clarity?