UK General Election + Helpdesk Lesson 3

• Engels
• MBO
• Studiejaar 2

Parliament

House of Commons

House of Lords

Monarch

Task

Vergelijk het Nederlandse Parlement met het Britse Parlement. Wat zijn de overeenkomsten en wat zijn de verschillen?

Vergelijk het Nederlandse kiesstelsel met het Britse kiesstelsel.

Wat zijn de overeenkomsten en wat zijn de verschillen?

Noteer jullie bevindingen in Word.

Helpdesk

Giving instructions over the phone

Helpdesk - Step 1, 2,3

1. Answering the phone in a polite way.

Hello, IT helpdesk. This is ....... speaking. How may I help you?

2. Check for understanding by summarising the problem.

3. Ask the right questions to get to the bottom of the problem.

Helpdesk - Step 4, 5, 6, 7

4. Explain what the problem is.

5. Offer a solution. The description should be understandable for the user.

6. Ask whether the caller has other questions and  if necessary invite them for a follow-up.

7. End the conversation in a polite way.

Problem 1

1. You've just returned from a week's holiday and you can't log into your computer at work.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.

Problem 2

2. You want to send some pictures to a colleague of yours but your e-mail will not send.

Work in pairs.

Customer: Call the IT Helpdesk and explain your problem.

IT Helpdesk employee: Make notes of the conversation, write down personal information and try to solve the problem.