34 lines
785 B
Markdown
34 lines
785 B
Markdown
# Lab OPS-7: Support Conversation Practice
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Domain:
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- 4.0 Operational Procedures
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## Goal
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Practice professional responses to difficult support moments.
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## Scenarios
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Write a professional response:
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1. A user is angry because their laptop failed during a meeting.
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2. A user asks you to share another employee's files.
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3. A user says, "I'm terrible with computers."
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4. A repair will take longer than expected.
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5. You need to ask clarifying questions.
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## Checklist
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Your responses should:
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- Acknowledge the issue.
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- Avoid blame.
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- Ask useful questions.
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- Set expectations.
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- Protect confidentiality.
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- Document next steps.
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## What You Should Learn
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- Professionalism is part of technical support.
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- Communication should reduce confusion, protect privacy, and set clear expectations.
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