Customer Service
This skill helps understand customer concerns by paraphrasing, summarizing, and asking clarifying questions.
What is active listening?
The IT Customer Care organization falls under this subsection of RSM.
What is Firm Client Servers?
This person was recently promoted to director.
Who is Whitney Monroe?
This is the most common type of hardware shipped to new employees during onboarding.
What is a laptop?
This soft skill is essential for building trust and calming frustrated users during support interactions.
What is empathy?
This type of communication, including gestures and facial expressions, can often say more than words during customer interactions.
What is nonverbal communication?
This new policy goes into effect in January 2026.
What is daily time entry requirements?
The 3 Service Delivery groups of IT Customer Care.
What is Depot Services, Location Services (ACS), and Service Desk?
This label, often found on company-issued devices, helps track inventory and warranty status.
What is an Asset Tag?
This updated distribution list replaced “RSM Support Center Everyone” to better reflect the global IT Customer Care team.
What is IT Customer Care Everyone
When a user is angry, you should do this with their feelings before trying to solve the problem
What is acknowledge and validate?
RSM provides these 3 key services.
What is Tax, Assurance (Audit), and Consulting.
These are the three main service delivery categories that organize RSM's IT Customer Care structure
What is Tech Enablement, Portfolio Operations, and Customer Operations?
This team is responsible for imaging, configuring, and shipping devices to employees across the organization.
What is L3 Depot Services (Hardware Depot?)
This phrase is often the first suggestion from IT support, and surprisingly, it works more often than not.
What is "Have you tried turning it off and on again?"
This communication technique involves restating what the user said in your own words
What is paraphrasing (or active listening?)
The official tagline that represents RSM's core value and client service philosophy?
What is The power of being understood?
The number of different countries RSM has IT Customer Care representation.
What is 4?
This type of laptop can be given out for international travel.
What is a loaner laptop?
This peripheral device is often unplugged, misconfigured, or blamed when a user says, "I can’t hear anything."
What is a headset?
This is what EVERY customer interaction should end with.
What is 'Is there anything else I can help you with?'
This is the number of professionals in RSM’s global network, spanning over 120 countries.
What is 64,000
This location has the most people in IT Customer Care.
What is India?
This system is used by the Hardware Depot team to ship from stock or initiate new hardware orders.
What is Zones Nterprise?
These fields provide a quick title and a detailed explanation of the issue being reported.
What are the short description and description?