Read the following scenario:
You are working at a support desk for a company providing onsite and telephone support to customers with Microsoft Excel questions. On this particular day, you are presented with the following three situations:
Situation 1: A business professional wants to use Excel to organize data for the monthly expense report. He has never used Excel and is inquiring about the functions that would support him with this task.
Situation 2: A husband is having difficulties with his Excel spreadsheet. He has been trying to track his monthly grocery spending to find the daily average he spends on food. The spreadsheet is organized by day, and for the days in which no groceries were purchased, he enters zero. He is seeking assistance to calculate the correct monthly average.
Situation 3: A local grocery store owner has created a spreadsheet containing the types of inventory she carries within the store. The spreadsheet contains 235 different kinds of inventory, defined by price, quantity on hand, ordered quantity, and category. She loses her placement every time she scrolls through the data set. She wants to know how to effectively scroll through the data sheet and manage this large data set.
Write a one-page response for each of the three situations. Include the following in each response:
· Identify a general approach for facilitating the customer over the telephone. What are possible challenges in the given situation? What strategies would help you overcome the challenges? · If causes to the problem or question described by the customer are unclear in the situation, explain how you would further diagnose the problem or question. · Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task. · If the customer has problems understanding or following your instructions, briefly explain an alternative solution.
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