Answering customer questions accurately and clearly

Skills you'll practise

• Identify the customer's underlying goal behind a 'how do I' question and confirm it
• Structure a written answer: direct answer, numbered steps, expected result, what to do if it fails
• Rewrite jargon-heavy text in plain language for the reader
• Separate confirmed facts from assumptions, and say 'I don't know yet' with a plan to find out
• Correct a wrong answer promptly: own it, give the right information and explain any undo steps

Course outline

1. 1.Answering customer questions accurately and clearlyVideo · 2 min
2. 2.Find the real questionLesson · 16 min
3. 3.Answers people can followLesson · 18 min
4. 4.When you don't know, or got it wrongLesson · 16 min
5. 5.Answering customer questions accurately and clearly: knowledge checkKnowledge check · 17 questions
6. 6.The advice that deleted the invoice templatesScenario
7. 7.Final exam10 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

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

• Digital.gov: Plain language guide series (US Plain Writing Act of 2010; write for your audience; test for understanding)
• Consortium for Service Innovation: KCS v6 Practices Guide (search early, search often; capture the requestor's context; flag it or fix it; article states)
• General technical-support practice