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Would superiority in attitude work ? For example would you say I am quite sure about what I am doing …. I have a Microsoft certification ….. My training has taught me… Or Would equality and humbleness be a better idea For example you say W e could do this together ….. Let us see if we could resolve this together …. At the end it would not have been possible without your support …. What sort of behavior would make the customer happy in the end ?
That really depends customer's attitude and computer literacy. Conceptually, for software issues, I will loging remotely to the device and work with the customer to solve the problem. If it is a hardware problem, from my experience it will be a lot easier to reach to a conclusion with the customer because he/she can clearly see the results of the steps your trying to go throught with him/her and because today's operating systems issue clear messages descrbing the problem.
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