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Suzie hasn't confirmed to the client that she works at the IT Help Desk (PLACE) and she's an IT Support Technician. She's responded to the question (made CONTACT) so the client probably believes she's AVAILABLE to help. If f2f, Suzie should stop what's she's doing, turn to face the client & make eye contact so the client knows she's available and ready to help.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"0c18c3b1-5f04-49cd-9b9c-f3eae33fb4b2"}],"header":"place (P), available (A), contact (C)"},{"position":{"x":77.97062974875857,"y":18.276489980907506},"alwaysFullscreen":false,"content":[{"params":{"text":"

Suzie! Ask OPEN questions that allow the client to tell you what they want, not closed questions. This interview is starting to sound like a guessing game. While it's good that Suzie is already thinking about accessibility, she should find out what the client wants by asking a question like, \"Tell me about the problem.\" Once she thinks she understands the problem, she should summarize it and repeat it back as a CLOSED question, so the client can confirm Suzie understands the TOPIC.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"ca6bb3c2-de6f-4f06-b267-c9c3beae668d"}],"header":"open questions, TOPIC"},{"position":{"x":49.53271244985892,"y":28.34827700371913},"alwaysFullscreen":false,"content":[{"params":{"text":"

Suzie needs to ask an OPEN question that allows the client to explain the problem. By continuously asking closed questions, she may be frustrating the client and wasting their time.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"4efbff28-8bbd-44ab-831c-f89157a44382"}],"header":"Closed question again!"},{"position":{"x":65.95460835485731,"y":46.714577423122364},"alwaysFullscreen":false,"content":[{"params":{"text":"

Finally, Suzie asks a closed question for the right reason - to confirm she understands the client's problem that needs to be resolved.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"8b4044d9-5462-4fb6-9835-274e5c526bd7"}],"header":"Closed question to confirm TOPIC"},{"position":{"x":29.90654417315353,"y":62.280054504371826},"alwaysFullscreen":false,"content":[{"params":{"text":"

Suzie asks an open question \"Please tell me what you\u2019ve done so far to try and solve the problem.\" This allows Suzie to a) judge the client's level of IT expertise, and b) not waste the client's time by suggesting they do the same thing over again.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"c7cc2727-a604-4313-92bb-a0f421e5b710"}],"header":"Open question"},{"position":{"x":95.99466183961046,"y":84.45231880638175},"alwaysFullscreen":false,"content":[{"params":{"text":"

Suzie has provided an explanation of why the client can't access the database and download movies with sound. What if the client needed something IMMEDIATELY and couldn't wait for 30 minutes? Suzie could have offered to find movies featuring cats - with sound - in a different database.<\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"08a2c403-7ece-4638-979c-e8d1222334be"}],"header":"Problem resolved?"},{"position":{"x":60.34713170437005,"y":96.42721926455017},"alwaysFullscreen":false,"content":[{"params":{"text":"

The client said they would call back if the database doesn't work in 30 minutes, however, SUZIE is the IT Support Technician responsible for delivering superior customer service. For example, she could have offered to send a message when the database was working, asked if there was something else she could do for the client at this time, or asked for the client's contact info so that she could follow-up. <\/p>\n"},"library":"H5P.Text 1.1","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"37de6e22-e3d9-4af9-8a26-9c5e1cc96e24"}],"header":"What about follow-up?"}],"hotspotNumberLabel":"Hotspot #num","closeButtonLabel":"Close","image":{"path":"images\/image-60cb6e8f94345.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":947,"height":686},"backgroundImageAltText":"transcript of Help Desk conversation between IT support and client"}

IT Help Desk - apply your interview skills

Sue Pratt