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Imagine the following scenario: You are an IT support specialist, and a user brings their computer to be repaired. You have the following conversa User:
Imagine the following scenario: You are an IT support specialist, and a user brings their computer to be repaired. You have the following conversa
User: Hi I have a problem with my laptop. It is totally broken. I think I need a new one.
You: Hi What is the problem?
User: The laptop does not turn on
You: Sorry to hear that; let me try. You are right, it is not turning on
What should be your next step:
Agree with the user and replace the laptop.
Ask more questions, and try to identify the root cause of the problem.
Tell the user to leave the laptop and wait for your call.
Replace the laptop's battery.
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