Situations
Choose from 6 conversations to practice
Troubleshooting Internet Connection
A customer calls technical support because their internet is not working. The support agent guides them through various steps to diagnose and resolve the issue, such as checking cables, restarting the router, or resetting network settings.
Software Installation and Setup
A user needs help installing new software on their computer or mobile device. The technical support agent provides instructions, troubleshoots installation errors, and assists with initial setup and configuration.
Printer Not Printing
A customer reports that their printer is not responding or printing documents. The technical support agent helps them check power connections, paper jams, driver issues, or network connectivity problems.
Password Reset and Account Recovery
A user has forgotten their password for an online service or an operating system and needs help regaining access to their account. The support agent verifies their identity and guides them through the password reset or account recovery process.
Device Malfunction (Hardware Issue)
A customer describes a specific hardware issue with their laptop, smartphone, or other electronic device, such as a broken screen, unresponsive keys, or charging problems. The support agent diagnoses the potential cause and advises on repair options or warranty claims.
Virus or Malware Removal
A user suspects their computer is infected with a virus or malware due to slow performance, pop-up ads, or unusual behavior. The technical support agent provides guidance on running scans, identifying malicious software, and removing threats.