From the course: IT Service Desk: Customer Service Fundamentals

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Customer behavior profiles: Timid

Customer behavior profiles: Timid

From the course: IT Service Desk: Customer Service Fundamentals

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Customer behavior profiles: Timid

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- The last profile we'll cover is the timid customer. These are the customers who are unsure of what's going on; may blame themselves thinking they've caused the issue. They may not really be familiar with technology or processes or even what they're supposed to say. They are often completely lost. Let's listen to an example. - Hi, are you still there? - Oh yes, sorry. - Okay, great, how can I help you today? - Well I'm not sure what I did. I think I broke my machine. - Okay and what happened? - Well I tried to move the mouse where I login and I couldn't. - Are you trying to log in to an application or into your system? - Well what's the difference? - Well, you put your password in your computer to log in the entire machine, then you may need to log in to a application, like TMS software. You use that right? - Oh yes, I use TMS all the time but, so I'm trying to get into the application. - Okay, which application? - The one we use for time sheets. - Okay, there's a time sheet tracker…

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