The Call excerpt below describes the call flow dealing with any other end user issue
Susie requests a callback for a problem with outlook by sending an email to support@RMM-IT.com
Tech : Hi Susie, This is Ronald from RMM IT. I called regarding your problem with Outlook.
Susie : Hi Ronald. How have you been?
Tech : very well, thank you. How are you?
Susie : I have had better days. My outlook keep crashing when i try to send and receive.
Tech : May I connect to your computer remotely and take a look?
Susie : Sure, What do you need me to do?
Tech : Just give me a minute while I connect. I will let you know when I am in.
Susie: I can see you are on.
Tech : Yes, i am. I am going to take control of teh mouse if thats all right.
Susie : Yeah. Knock your self out.
Tech : I see the problem. I need to gather some more information. It may take me 5 to 10 minutes. You can put me on hold or speaker phone. I can even call when when I can done if you like.
Susie : I will put you on hold and be back in a few minutes.
Susie : Hi Ronald. Did you find something?
Tech : Hi! Yes. I did. I expect it will take me 30 minutes to fix the problem. Do you think I can do this now?
Susie : Hmmm, I am going to away for lunch at 1. DO you wanna call at 12:55 and take over?
Tech : Not a problem. I am disconnecting the remote session and I will call you at 12:55.
Susie : Thank you very much.
Tech : Speak later. Bye.