It/206 Ms Word Assignment

In: Computers and Technology

Submitted By cgilkey
Words 279
Pages 2
Situation 1:

Identify a general approach for facilitating the customer over the telephone. What are the possible challenges in the given situation? What strategies would help you overcome the challenges?

My general approach to this situation would be to ensure that I understand exactly what the user is intending to do, and what version of Excel they are using. A possible challenge to this situation is that the customer wants to use a program that is completely new to him. To overcome this challenge, I will speak to the customer slowly so that they can understand the basics of Exel.

If causes to the problem or question described by the customer are unclear in the situation, explain how you would further diagnose the problem or question.

I would go over each step that the customer wants to learn, and offer to send them an email with step-by-step instructions on what he needs to do.

Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task.

-I would ask the customer to gather all of the receipts and expense logs. -Have the customer fill in all the required fields on the spreadsheet that pertain to the company. -Total the amounts -Calculate hard copy expense report and or receipts. -Check all of the information entered

If the customer has problems understanding or following your instructions, briefly explain an alternative situation. If the customer is still having problems understanding my instructions, another solution would be to have the customer look for a copy of the previous expense report file and save the document under a new name to be used…...

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