Customer Inquiry Technique

 

  1. Never leave the client hanging, always answer with I will get back to your problem as soon as possible.
  2. Keep the text simple in answering. No large paragraphs.
  3. Keep it in bullet points.
  4. Checking the time difference between Masung and us in terms of responding to e-mails.
  5. Using TeamViewer to allow remote control of the client PC.
  6. Always ask for a self-test ticket from the client. (that shows the right details in the ticket).
  7. Make sure to have the right remote access program to give access to the client.
  8. Try to get a video of the problem. Using any of the designated tools.
  9. Always check for the right character encoding having 3 sets as an example: BIG5, JISX020B, KSC5601
  10. Flash ROM Checksum: 0xEADC