EMPLOYEE: Help! I lost all the emails on my phone! I have a meeting soon. Can you fix this quickly? SUPPORT AGENT: I know this is really stressful. How much time do you have to work with me? EMPLOYEE: I have 15 minutes. I need some of these emails for that meeting. What should the agent say next? "Phone issues are quick for me to solve. I can probably have this fixed in 10 minutes." O "Let's get started, but we may need to set up time afterwards. Can I ask you a few questions first?" "I think we can get to the bottom of it. Have you run a diagnostic on your phone? It'll take about an hour." "Oh, I've seen this many times before. I'm sure they're just hidden and not lost." O "I'm sorry you're experiencing this. That's why I use our company messaging app now." While conducting routine maintenance, you discover a network server that needs to be replaced fairly soon. The server must be shut down during the replacement, which will affect office operations. The office manager asks for an update. What should you say? "I found one server that needs to be replaced immediately! We should do it now, but I promise service will only be down for just a moment." "Everything looked fine, but I found one server we need to replace. Can we find a time to schedule a replacement when it will affect the fewest people?" "I'm sorry to report there's a server we'll need to replace. I can replace it now if you want to let the office know service will be down for a bit." "Luckily, only one server needs to be replaced. I'll send an email letting everyone know when to expect a service outage." "I did notice a server that looks like it will need attention soon. We have some time before we need to replace it, though." CUSTOMER [frustrated): My phone stopped getting emails. SUPPORT AGENT: I see you're using the built-in mail app. I really recommend downloading and installing a specialized app. Let me download it for you and set you up. CUSTOMER [near tears): I don't want any apps! I don't know anything about apps! I just want it to work like it used to! What should the agent say next? "I'm sorry this is frustrating you. Can you still send emails? The incoming and outgoing servers are different, so one may still work." "Let's go over a few things that will help us troubleshoot. Can you get to webmail?" "Ok - your phone needs to work for you. Let's take a look together and see why you stopped receiving email." "An app is any program that runs on your phone, like your email. A better app might be a good fix." "We can get things working even better than before. Let's try out this new app and see if you like it."