Empathy & Tone
This type of statement helps the customer feel heard and supported before you jump into troubleshooting.
Empathy statement
This is the year Power Design, Inc. was founded by Mitch and Dana Permuy in St. Petersburg, Florida.
1989
This planet is the fourth from the Sun and is known as the Red Planet.
Mars
This type of update tells the customer you are working on their issue.
An in-progress update
This describes going one step beyond what the customer asked.
Plus One mindset
You use this tone to reassure customers even when they are stressed, frustrated, or unclear.
Calm and professional tone
This core value represents PDI's commitment to doing the right thing, even when it isn't the easy thing.
Integrity
This author wrote the classic novel Pride and Prejudice.
Jane Austen
You should send this type of status update when waiting on another team.
Dependency update
This “extra” helps customers feel supported even after closing the ticket
Offering a helpful tip or resource
What is a strong, empathetic response to this request: "My laptop won't connect to wi-fi, and I need it for a presentation in 20 minutes. Please help!"
Hello ________. I see how stressful this must be — especially right before your presentation! I’m on it right now. Can you try restarting your laptop while I check on your network connection from our side? If that doesn’t do it, I’ll set you up with a backup hotspot so you don’t miss a beat.”
This program, run by Power Design employees, recycles scrap wire to donate money to charitable causes.
Project V5
This chemical element has the symbol "O" and is essential for respiration.
What is Oxygen?
This is the recommended timeframe to update customers on high-impact issues/Priority 1.
Every 5-10 minutes
This gesture shows care by checking back after a fix to confirm everything still works.
A follow-up message
What is the FIRST thing you should do when a customer expresses frustration or confusion.
acknowledge their experience
Power Design made this national list for fast-growing private companies in 2016.
The Inc. 5000 list
This ancient civilization built the Machu Picchu complex in the Andes Mountains of Peru.
The Inca civilization
This update lets the customer know exactly what you completed before closing a ticket.
A resolution summary
This type of phrasing creates a warm, personalized experience.
using their name in the response
Why is it important to show empathy when responding to a ticket request?
Feels warm and welcoming
Acknowledges urgency
Builds confidence and reduces stress
Supports the customer
This automated help desk platform at PDI provides employees with guided troubleshooting, ticket submission, and 24/7 support, helping reduce wait times and increase resolution efficiency.
Helpbot
This physicist's thought experiment about a cat in a box illustrates the paradoxes of quantum mechanics and superposition.
Erwin Schrodinger
Why is it important to send status updates to the customer?
Keeps communication open
Lets the customer know they haven't been forgotten
Keeps the tech accountable
PlusONE service
What should you double-check to ensure attention to detail before sending an update or resolution statement?
Customer name
Ticket number
Links
Grammar/typos