Learning library / Article 005
Specialist case study · Article 005 · 6 min read
Microsoft 365: A Beginner’s Guide to Answering the Actual Question
A practical case study in the difference between requesting information and using information already supplied.
Learning objectives
By the end of this article, you should be able to recognise the problem, take a sensible next step and avoid making the customer explain it all over again.
Step-by-step guide
01. Locate the actual request
Read the customer’s original question, not merely the most recent message.
02. Review the complete case history
Check what information the customer has supplied and which actions have already been attempted.
03. Avoid restarting the process
Do not request the same contact details or availability unless there is a clear, specific reason.
04. Give a substantive answer
Explain the current status, the next action, the responsible team and any genuine blockers.
05. Make the next contact count
If a callback is promised, arrange one that has a reasonable chance of addressing the issue.
Practical reminder
Advanced exercise: respond to the question the customer asked, rather than the question your template was written to answer.
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Satirical training material. Not official guidance from Microsoft or any other company.