How do you handle irate clients that are having technical trobules and need to work immediately.
Refrain from using technical jargon when explaining technical problems and solutions to clients and speak confidently.
Approach the situation with 'we' working on the issue. Know that your are there to help solve this and act towards that, being calm and accurate towards solution. Even if the solution is that you will have to find out more and have to return to solve this issue.
Ask for the ip address, then ask if it is an on or near-air emergency. Ask for the symptoms and if others are experiencing the same problem. If no one else is then have them jump on another pc if possible/feasible. Remote into the pc or tx the ip to the relevant trouble-shooter.
Dec 8, 2011