AMI 10-5-2023

• Engels
• MBO
• Studiejaar 2

How are you feeling?

Have you ever helped someone with an IT problem and how?

Schedule

Exercise

Explanation and examples

Work

Evaluation & preview next class

How would you respond to this e-mail?

Problem: PC overheating
Hi my pc overheating, what do I have to do to fix problem?
I have a 'NextComputing The Edge DL' PC.

Explanation: how to respond to a problem e-mail

1. Acknowledge the customer's problem: Begin your response by acknowledging the customer's issue and expressing empathy for their frustration or inconvenience. This helps to build a bond and shows the customer that you understand and care about their situation.
2. Provide a solution: Next, provide the customer with a solution or set of steps they can take to address their IT problem. Be as specific as possible and provide detailed instructions, screenshots, or other resources as needed to help the customer understand what they need to do.
3. Offer additional support: Finally, offer the customer additional support or resources if needed. This could include providing contact information for technical support, offering to schedule a follow-up call or meeting, or pointing the customer towards other helpful resources.
   
4. Close the email politely: End your email with a polite and professional closing, such as "Sincerely" , "Best regards", or with ''Kind regards.'' 
5. Be clear and concise: Make sure your response is clear and easy to understand. Avoid using jargon or technical terms that the customer may not be familiar with. Instead, use simple language and be concise in your explanations.
6. Tone and voice: The tone and voice used in an email should be respectful, clear, and professional. The 'voice' is the message, but what is tone? Tone is how you say it (the attitude with which you state your message).

Examples

Take notes

• Is something missing?
• Additional support

Questions before you get to work?

Problem: accidentally deleted files from trash bin

Dear IT support agent,

I deleted some files and wanted to make space free, so I emptied my trash bin, but on second thought it had some photos I want to keep, but now they are gone! I have a Windows 10 driven pc, is there a way to get the photos back?

Kind regards, 

Mr. P. Oopy.

Work (10 min)

1. Open a Word document

2. Work in pairs and solve the problem of Mr. P. Oopy by answering his e-mail.

3. Be concise and direct, write in formal language and include the points you have learned.

4. Done? Write an instruction text for the next person that has the same problem.

Feedback (10 min)

Give each other feedback by using the following template:

• Tips:

• Tops:

• Wat is sterk aan de E-mail?:

• Wat is minder sterk aan de E-mail?:

• Overige opmerkingen:

Evaluation

• How did it go? Difficult? Easy? 
• What was the main objective of the assignment?
• Did the assignment allow for creativity and critical thinking?
• Did the assignment help you to learn the concept of responding to an E-mail better? How?

At the end of this lesson, you will be able to respond to problem-related e-mails from customers.

Homework & next time

Take a look on this website and orient on topics:

indiaclass.com/information-technology-presentation-topics

Choose 5 topics from this website and bring it to the meeting next week!

How did you like this class?

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