⟩ Since this is an extremely technical work and some customers may have trouble understanding what you are trying to tell them, how do you make sure that you are able to communicate what you want to say to the customer?
It is true that many customers have trouble understanding what we at the helpdesk are trying to tell them especially through technical walkthroughs. Since we are not supposed to spend too much time on a call, should a situation like this arise, I usually take the customer’s email address and tell him I will write the walkthrough for him and email it so he can follow the steps. This way he can read and re-read the instructions and understand and follow them at his own pace.
