You work for a computer help desk and are on the phone with a customer. After she explains her problem, you ask her to go to a specific screen. She says, “Let’s see…” and you assume she is getting there. However, a moment later, she says, “While we are here, I want to know

Address the following situation
You work for a computer help desk and are on the phone with a customer. After she explains her problem, you ask her to go to a specific screen. She says, “Let’s see…” and you assume she is getting there. However, a moment later, she says, “While we are here, I want to know how to…” and you realize that she hasn’t gone to the place you need her to be. You wait for her to finish, then you say, “We’ll try that in a moment. For right now, let’s fix the first problem first. Can you open the Start menu?” She says she will, but then a moment later says, “I can’t find the place to change my options for…” and you realize that she has, once again, left your conversation to pursue another thought.

What should you do? Write a script for the whole conversation through “thank you for calling {your company name}, including one negative live from your customer and how you would reply.

DIRECTIONS: Computer Help Desk Case Study 1
1. Use your own thoughts and examples. Answers should be well supported.
2. Papers should be spell checked, grammatically correct, neatly and cleanly formatted, and easy to read. Use spacing between each question. Be sure to include your name on the assignment.

3. Any plagiarism (copying from a source) will not be credited and you may be removed from the course.

4. Upload your case in an MS Word file format (.doc or .docx) or CUT and PASTE into the case submission area.

5. DO NOT cut and paste into the STUDENTS COMMENTS Section.

6. Please DO NOT EMAIL the assignment. Assignments will only be accepted through the assignment submission area.

7. Double check the directions list before turning in your paper to ensure you have complied with each point.

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