Intermediate level · Module 6: Remote Support and Customer Service · Lesson 2 of 3
Communicating with Clients
Explain problems and options in plain language.
In this lesson you will
- Explain technical issues simply
- Manage expectations and complaints
Key concepts
plain languagelisteningexpectationscomplaints
The lesson
Listen to the client's description and confirm you understand before diagnosing.
Explain in plain language: 'The storage drive is wearing out, so files may be lost' rather than 'SMART reallocated sectors are high'.
Give realistic times and costs, update clients on delays and handle complaints calmly.
Step by step
- Role-play taking in a job.
- Explain a diagnosis plainly.
- Give a quote and timeline.
- Handle a complaint.
Practice activity
Complete the client communication role-plays.
Expected result: Clear, polite and accurate communication.
Check your understanding
-
Why confirm your understanding before diagnosing?
Show answer
To make sure you solve the right problem.
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What should you do when a job is delayed?
Show answer
Tell the client promptly.
Taught live by an instructor — online or in person. Free course lessons are for self-study and do not lead to a certificate — see registration options.