Remote support etiquette

Connect only with consent, respect what's on the customer's screen, narrate what you do, and end every session cleanly and on record.

Skills you'll practise

Verify identity and get explicit consent before starting a remote session
Protect the customer's privacy during a session and stay within the agreed scope
Narrate actions and ask before restarts, file access or changes outside scope
End a session cleanly and record consent, actions and outcome in the ticket

1.Remote support etiquetteVideo · 2 min
2.Before you connect: identity, consent and expectationsLesson · 13 min
3.During the session: narrate, respect privacy, stay in scopeLesson · 13 min
4.Ending the session and recording itLesson · 12 min
5.Remote support etiquette: knowledge checkKnowledge check · 16 questions
6.Remote support etiquette: practical exerciseKnowledge check · 1 question
7.A remote session with a confidential screenScenario
8.Final exam7 questions · passing it completes the course, so people who already know the material can test out

The lessons and questions are written from these references, so learners can go back to the original.

General remote-support practice (verified identity, explicit consent, privacy on screen, narrating actions, ending sessions)
General customer-service and support practice (listening, de-escalation, ownership)

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