You're doing desktop support and the company policy is that you can only help with company equipment. A user walks in:Tech: Hi there, how can I help you?User: My computer is really slow and I can barely use it. Can you help me figure out what's wrong?Tech: It looks like this is a personal computer. Are you talking about your work computer?User: Uh, no, this is the one that I need help with. I figured you're good with computers and you could help. My daughter needs it for a school assignment that's due tomorrow, but it's too slow for her to get anything done.explain why you can't troubleshoot the issue, per the company policy. but give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them; This response sets expectations and then gives some helpful suggestions. Here, you're showing the user that you care about their issue, even if you can't help them.
