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  • ITC Assignment 01 Ananda Aditya Surya

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    Ananda Brian
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    Ken demonstrated several key responsibilities of a good support agent in handling a customer's case. He asked questions to understand the full scope of the customer's issue with their browser and updating. Ken was able to advise the customer that the problem could be fixed company-wide through policy rules. He also asked the customer to provide feedback on the support received.

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    Ken demonstrated several key responsibilities of a good support agent in handling a customer's case. He asked questions to understand the full scope of the customer's issue with their browser and updating. Ken was able to advise the customer that the problem could be fixed company-wide through policy rules. He also asked the customer to provide feedback on the support received.

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    12 views1 page

    ITC Assignment 01 Ananda Aditya Surya

    Uploaded by

    Ananda Brian
    Ken demonstrated several key responsibilities of a good support agent in handling a customer's case. He asked questions to understand the full scope of the customer's issue with their browser and updating. Ken was able to advise the customer that the problem could be fixed company-wide through policy rules. He also asked the customer to provide feedback on the support received.

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    © All Rights Reserved
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    of 1

    Class & Module IT Customer Service Skills

    IU 1: Introduction to the Support Agent Role


    Name Ananda Aditya Surya

    Date & Time 15 February 2022

    Assignment - 1
    In the following scenario, you will look at our Support Agent Ken to
    understand how the key responsibilities of the support agent role are
    applied when handling a case. Please take a moment to analyze the
    following scenario:

     The customer is unable to browse the Web or install Windows updates.

     As Support Agent Ken asks questions, the customer states that they will block Internet
    Explorer because of frequent issues.

     Ken advises the customer that the issue can be fixed companywide by implementing
    Group Policy rules.

     Ken also asks the customer to take a few minutes and complete a feedback survey
    regarding the support he provided.

    What key responsibilities of a good Support Agent did Ken


    demonstrate?

    Ans: The key responsibilities used by Agent Ken are Obsess about and know the customer, because in
    this scenario Agent ken tries to understand the customer’s problem by asking plenty of questions to the
    customer.

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