Derek Mulhausen

Camp Counselor

Tips from the trenches for working with users

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Tuesday, January 18, 2022 - 10:00 PM UTC, for 1 hour.

AT THAT (In-Person Only) Regular, 60 minute presentation

Room: Salon H

Users
Tech support
Communication

Customer: "It's not working!" Tech: "What's not working?" Customer: "Every time I click the mouse, nothing happens!" Have you ever had a conversation with a user that started like this? In this talk, I will draw from over 1 millions customer interactions over 20 years of customer facing roles to help learn what to say, what not to say, and how to get to the heart of the issue. We will discuss how to meet customers on their level, no matter what that level is. Bottom line, we will find out how to communicate with any user of any ability and get them back on track fast with no drama.

Take Aways

  • Learn what trigger words to avoid.
  • Learn how to keep users on track and get them back on track when they stray.
  • Learn how to avoid giving offense to users.
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