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When staff are dealing with anxious, irritated, or irate customers, they should maintain a calm attitude and demeanor. Staff will encounter customers experiencing a computing problem at what the customer determines to be the worst possible moment. What sounds like a very simple problem to staffp staff may feel like a life crisis to the customer. Staff should try to remember what it was like when they didn’t know their way around computer applications and were pushing a deadline. Patience and empathy can be invaluable at these times. It is important to stay focused on the problem and not react emotionally.
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