What are the best ways to provide clear and concise instructions to customers?

The best is to see what they’re seeing and then send instructions with screenshots. Take on the customer perspective and walk through their experience.

Your customers are often not computer saavy. Therefore you need to speak to them on their level. Use examples and comparisons to help them understand what their issues are and how you plan to take care of them. Don't talk down to them.

Being direct and concise while also providing detailed instructions that can walk someone through the issue is key. Always try to put yourself in the other person's shoes.

The best way to provide instruction is to navigate through the customer's experience and level of knowledge. I create analogies and examples they experience in life. Always after an explanation, making sure they understand and ask them to repeat back the instructions in their terms. If they do not understand that way, I will explain in the basic instruction, but always making sure we understand each other at the end. If email is available I send helpful links to further explain and/or back up my information.

Explain it like im 5. Its hard to write instructions or rules for people who arent familiar with your product. When you go through the motions of the flow everyday some things become second nature for you, but this isnt true for new members or customers. Narrating to yourself as you go through a flow will help identify parts of the flow you may not notice when done quietly.

Depending on the field or support type you are. Ideally the best way to break down a problem is to go through it yourself. Good teams will help replicate the issue to identify pain points that cannot be easily identified through an email or phone call. Look towards putting yourself in the shoes of the cx to visualize where they are.

I like to briefly outline the steps involved first, then attempt them with the clients. Think of a training manual, ( which I had the awesome experience of making). The steps are as direct, short and effective as possible without overwhelming the user.

Let the customer explain the problem on hand ,and never laugh to their explanation of the problem in question. Put yourself in their shoes! They will never asked for support, if they understood the problem on hand. Explain and direct them slowly, step by step, the simplest why possible to rectify the problem.

It has happened to me that I have helped clients remotely using applications such as anydesk or teamviewer to be able to install a program or update the operating system program licenses and I have been very transparent when it comes to teaching I always do it because I like to teach those who do not Do you have any idea how to do it, I want to belong to the change so that everyone learns

I remember working with a large group before 2020, with customers who reached out about internet support, and no matter the person, everyone is different. It is great to meet everyone somewhere, especially if they are willing when you offer help. It might not be easy, but following the basics is the best.

Personally I find my success when I don't coddle my customers. I set up the expectation for them to know that I am there to assist. I generally end a response with "please let me know if theres any questions or concerns" after giving instructions. It opens the floor for them to be honest and not have to start that initial awkwardness of saying I didn't understand it.

I think it's best to tackle issues head-on, especially when it comes to technical support. A cooperative group assists in duplicating problems, exposing subtleties omitted from conversations or emails. Personally, I don't overindulge clients and I have clear expectations. "Please let me know if there are any questions or concerns" at the conclusion promotes open communication and makes sure clients feel comfortable sharing their doubts.

What about interactive Kinetic bio interaction via recirculating processes,........................................................

These are all great suggestions. Gaining agreement on the steps you provide can help you verify that the user/customer understands the steps given. Adjusting your approach for their skill level and understanding based on their responsiveness and willingness to proceed. There is nothing worse then having an interaction where you must backtrack and/or start over.

In my experience asking if they understand is a best rule of thumb. When you don’t understand a task then it becomes more of an issue with “why am I having to do this” Which is why bringing someone along on the journey is always best. I usually will confirm what we have done and then verify that they understand the next steps sometimes even writing them down or sending resources that show the same process.

Using an active voice exudes your confidence and competence in the field! When you lead with assertiveness, you are able to establish trust in those around you. You want people to take what you say seriously.

I believe that educating a customer is adding great value to any interaction, giving tools to avoid an issue in the future will make their experience better in general and it will be appreciated. However, we must remember that if they request assistance it is because there's something they are not able to do and what matters is how they feel about this. Not being able to meet an important deadline can be as frustrating as not being able to watch an important sports match, we are not here to judge. I agree that is a good practice not to put all the blame on the customer, and at the same time, it's important to reduce the gravity of the situation by reminding them that these issues are common and unrelated to their capabilities.

It is good to educate clients in the area of technology step by step because there is a lot of information that can be given and they can be confused by it, the most pleasant thing would be to have a good conversation, friendly and happy so that they can understand much easier.

There’s a quote “it’s not what you say but how you say it” Ex “based off of the information you provided about your device the issue is likely hardware related, however I would like to rule out software as being a contributor before arriving at that conclusion” You let them know what to expect while showing empathy and assuring that you’re going to try despite knowing what the outcome will be.

I have found that it's important, especially with people who are less tech-savvy, to use your voice and tone to establish faith that they will be able to solve this problem, using the process you have detailed for them. When you are confident in their abilities, they gain confidence in their abilities.

I don't really agree that much with asking them to repeat the steps back to you. I will leave that up to the customer if they are not sure about something. This might come across as condescending. I think it's better to confirm if they received the message or to walk you through the steps they are following.

No need to have them repeat the instructions. That would almost always be taken as an insult. Guiding them step-by-step is more than enough. Give them the instructions on the first step, complete it, proceed to the next step. It’s also good to have them tell you for anything “out of place” that may be happening while each step is being completed.

Rather than asking them to repeat it back, which will come off as condescending, I prefer to ask them if they would like me to stay on the line while they work through the problem, and/or if they would like me to email them with the steps, so they can refer back to it if/when they need to do so.

I have found that, after the fact, reviewing our instructions or situation in multiple ways can help the user understand what we accomplished and why. It's easy for others to forget a process that they have only worked through once. So reviewing why the problem occurred and how we were able to work towards a solution can be very helpful. This can also help previous confusion and questions for further clarification.

This is a situation where employing an empathy based approach is essential. To understand your client's technical literacy and tolerance is to understand their potential pain points in a proactive way. Some clients are seeking pure convenience and can be annoyed or offended by instructions, others are seeking guidance and assistance to gain knowledge on how to prevent future instances, and many nuances in-between. Mastering soft skills like probing questions and interpreting body language have been useful in my personal experience with troubleshooting and delivering technically difficult instruction.

To give clear and concise instructions to customers ensure to: 1. Understand the customer's issue, and use questions to get the problem and its root. 2. Use a step-by-step approach to outline the procedures. 3. Avoid using vocabulary but simple words and straight to the point. 4. Focus only on the instructions. 5. Use examples with clarity. 6. Avoid assumptions about the customer level of understanding.

Assume they know nothing until they prove otherwise. That includes simplified language, screenshots to show where to go or what to expect and detailed instructions. Avoid tech talk. Avoid showing frustration if/when they make a mitake.

One thing I have found if possible have the lady of the house there. They are usually the one that make the final call on a large ticket job(Transmission Repair). They have a great memory for following everything you have explained. If you really want then to listen, talk about there life for the first minute or 2. Compliment and flip.

I always made a point of looking at the problem from the end user’s perspective. While the task may have been to repair a laser printer or a cash register, the customer’s ability to survive their problem is always a product of my ability to conduct my task(s) efficiently and effectively. So wherever possible, I provided a workaround solution to address the immediate problem (efficiency), then I ensured the quality of my work was exceptional (effectiveness). And always follow up, so you can address any issues before they become a problem again.