B12/600-3 X Emailing Technical Support

In this exercise you will be working in pairs to practice providing email support to a customer – the customer will be a friend or colleague.

Complete all the activities by email so you have a record for later use

X1 Emailing Support

Use the problems listed in Common Faults:

1. One of you choose to be the customer, the other the support agent
2. The customer picks a problem from the list and emails support for help
   1. the support agent carries out the necessary steps to resolve the problem
3. Ask for feedback from the customer about your performance
   1. the customer should provide a realistic review

After you have completed the exercise swap over and repeat

X2 Sending a Newsletter

Select an update users need to carry out (most likely software but hardware is possible)

Design a email newsletter and email it to a friend or colleague:

1. explain why the update needs to be carried out
2. describe what needs to be done, step by step
3. verify that the update has been successful

Ask for feedback from the recipient