#HelpdeskStruggles #ElderlyTechSupport #ScriptNeeded
Hey fellow helpdesk slaves! 📞 Have you ever found yourself in the same frustrating situation I’m in right now? Trying to explain to an elderly person how to download an app on their cell phone is like pulling teeth! 🙃
I need your help – do any of you have a reliable script you use in these situations? Something that helps you navigate through the confusion and frustration with ease? 🤔
Here’s what I usually stumble through:
– Explain what an App Store is 📱
– Walk them through how to open the App Store 🛍️
– Guide them on searching for and downloading the app they need 📥
But I know there has to be a smoother way to handle this! If you have a tried-and-true script or tips, please share them below. Let’s help each other out and make our lives a little easier in this tech support maze! 🚀🔧
Nope, this I don’t I’ve ever had an issue like this. Would come with something like this. “It’s the application or storefront where you are able download more applications to your device” but not sure if that’s what you want
One of my previous jobs had a lot of senior users, I remember trying to walk an older gentleman through downloading the Outlook app off the App Store. Nice guy but it was so extremely frustrating. I just put him on hold at the time and started laughing. Unfortunately, no script prepares you well enough as every user is different. But empathy and keeping calm is key. Put the user on hold for a few moments just to gather composure if you have to.
I usually say, “I’m going to walk you through, just bear with me.” Or something along the lines of that just depends on the person I get.
Learn stoicism and tune out, have an astral projection outside of your body, calmly let the words leave your mouth “Please bear with me and listen carefully”. Then find a Helpdesk job that’s internal and not public facing.
At an MSP where most of our users are local, I’ve now multiple times just scheduled them to come in person and do it for them. Mostly installing and using an MFA app. Cost less because of the time saved, less frustration on my end and theirs, user gets a chunk of their work day off, and I can do it for them and show them how to use it in person. Recommended if it’s an option
You do helpdesk for a senior center? lol most elderly people I worked with at least know what the App Store is
Imagine working for a telecom technical support job and having to deal with this multiple times every day! (Welcome to my world lol). I usually have to meet the person where they are. I ask if they have ever put a new game on their phone or Facebook. If they say they don’t know how to do any of that and that their grandkid or person at the store did everything for them, then I ask if anyone is available to help sometimes. I ask them if they can find the blue icon with the A on it. Sometimes they are surprisingly good at following instructions and can download the remote support app (knowing the Apple ID and password is a whole different story). Sometimes the people are not able to function enough to do anything on the phone and I have to direct them to get “hands on help.” There is no script, everyone is different. Most people are just scared of their phone but can follow directions pretty well. Wait until you get the ones that are convinced “someone is inside my phone and they are listening to us right now!!!” For that situation, I ask them “how can you tell?” And have gotten some wild answers.
Help Desk is usually internal customer service. Are you doing tech support?
I was talking to a fellow IT girl when I was calling my Internet provider, She was telling me she has customers who ask her everyday: “”I want Wifi but don’t want the Internet”” — This is what some of us have to live through everyday!!
Its kind of funny but truly sad how some of us have to work under these conditions.. LOL
“I know it’s not intuitive, I don’t know why they make it that way” to build rapport with the customer. There’s nothing better than a common enemy to do that IMO. Then I find instructions and walk them through as thoroughly as possible, down to where they swipe to move to the next page.
If at all possible, make an email template for Android/iPhones and have that ready.
Try to find if someone nearby can access an email, so maybe a family member or caregiver.
Sending out instructions and having it segmented in short sections with visuals has been my best solution to situations like that.
Depending on the desks, in the past, we were able to have a situation where you pass responsibility. If you are on the line with the same person not getting it, you essentially hand it off to their manager for further training and assistance. Pretty much any of the time, if you are having issues with phone apps and using them, you will have issues in other systems and pose a security risk that should be dealt with by direct managers.