Remote Desktop Support Etiquette

The motivation behind writing this article is the pure remote desktop support experience I gained in my career.  It is very important that we follow certain rules and standards while we support a client or customer via a remote desktop support service.

Let’s see what the best practices are:

1. Communication will mostly take place via a chat console so it will be tough to understand what customer really wants unless and until you communicate in a polite and professional way.  The customer will validate your personality by polite and conversant way you respond.  (Rather than greeting a customer using “hi” respond “Hello, How may I help you today?” )
2. Be kind to your customer, use empathy and sympathy were appropriate.  It is not important that the customer should know the basic skills to help you with the troubleshooting. It is important that you have to be patient and understand the fact that if, customer was skillful he/she should n’t have come to you for support. You always have the right to end the support if the customer is not maintaining a decent conversation.
3. Before you start the support make sure you have relevant information about the problems in customer’s computer. If you do not have! Ask open ended questions to better understand the problem he/she is facing which can actually help you to fix the problem more efficiently and faster.
4. You are liable to supply the service you promised and address all the problems reported. If you failed in that make sure you apologize and find a way to make the customer happy by offering a discount or other value added service.
5. Privacy is very important as the customer can see what you do on the computer. Always make a practice that you gain authorization from the customer when you want to open Personal folders or files, Delete files.
6. When you are unsure about something make sure you never provide wrong information to the customer. It’s even better if you ignore it. But provide information such as best practices that they should follow.
7. Fast and precise communication is important to make the customer happy with the support.
8. Always keep a checklist with you to make sure you did not miss out any of the important procedure according to your process.
9. Before you begin the process create a restore point of the current working data and inform the customer same. This will give the customer more confidence in you.
10. If you download and install any software in customer’s pc make sure you delete them or uninstall them before you end the session.
11. Never interrupt the customer in any time, do not struggle to gain access to the computer. Release the control from the mouse if you find the customer is trying from the other side because he/she may wants to communicate with you.
12. End the session once you confirmed with the user that the problem is resolved.