I will learn how IT technicians communicate with users and practice responding to requests in a clear, calm, and professional way.
I can respond to a user request with empathy, clarity, and a step-by-step plan.
Write 4–5 sentences:
Think about the best customer service you’ve ever experienced.
What did the person do that made you feel understood or supported?
How could a technician show that same professionalism?
User — The person experiencing the issue or requesting support.
Empathy — Recognizing and responding to someone else’s feelings or stress.
Resolution — The final step where the issue is fixed and confirmed.
Tone — The attitude your words communicate, even in text.
Discuss: