How would you handle a help desk call for when a user is asking for support that you cannot give.?
Question: Your help desk supports certain products and applications, but what call script would you use to indicate to the end user that you don't support the product or application they are talking about.
I am surpised that your organization doesnt have one already...but perhaps you can lead them in the direction they need to go by providing them information on how they can contact to appropriate organization who can help them...or pass them to your supervisor...
"Im sorry sir / mamm, but i am not available to help you with your problem at this time. I apologize for any inconvienence whatsoever and would be happy to point you to someone who can assist you"
Then "Point them in the right direction", even if it requires a few minutes of googleing!
Stereofreak69
i wonder if you ever have such a case but stii in such case either transfer the call to someone you think can help the customer or by simply saying stuff as ''i beg your apology sir/madam but i m afraid that i am currently unable to be of your service in this case..please accept my apology.'' and then if you know of any such service tell them abt it or just apologize....never tell them straught away that you cant do it or you dont do it.....coz enduser may feel insulted and you may earn a bad reputation
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