BSBCUS402A Workplace Communication: Help Desk Customer Scenario

This assignment presents a workplace communication scenario where an ICT officer at ABC pvt ltd interacts with a customer named Rosa, who is experiencing login issues with her laptop after an automatic system upgrade. Rosa, a basic-English speaking European, is unable to connect to the office network due to repeated password change requests. The ICT officer guides Rosa through troubleshooting steps, such as checking and disabling automatic updates in the control panel, and offers further assistance, including a potential operating system change if the issue persists. The officer also assures Rosa of support in communicating the technical issue to her boss, emphasizing that the problem is with the laptop, not her performance. The interaction highlights the importance of patience, clear communication, and providing step-by-step instructions in resolving technical issues for non-technical users.

Running head: WORKPLACE COMMUNICATION
Workplace Communication
Name of the Student
Name of the University
Author Note

1WORKPLACE COMMUNICATION
You: Hello, welcome to the online service of ABC pvt ltd. Myself XYZ and I am your ICT
officer, how may I help you ?
Rosa: I am Rosa. I work in the service area, and I do ordering of spare parts on a laptop
computer. But I not able to connect my computer to the office network. When I try, it always
asks me to change my password, and still it not work. I changed my password five times
already, and I not able to get into stock system. I getting very cross with this computer.
You: ok I am understanding your situation ma’am, please be patients I will try my best to
resolve your problem. As you said the main problem is regarding the login. May be it is
happening because an automatic upgrade is on in your system that resets the password every
time.
Rosa: OK how you going to help me?
You: I will suggest you to kindly check the setting in the control panel and search for the
automatic update option. If you able to find that please check whether the automatic update
option status. If the automatic update is on then kindly off the option. I hope the problem with
the login will resolve.
Rosa: So how long will this be? I very behind with my ordering, and my boss he not happy
with me. But it not my fault – it problem with the laptop.
You: please follow the instructions that I have said earlier carefully. I hope your problem will
resolved. If you unable to do the activities as per the instructions that I have given, then
kindly come to your office with your laptop. Before coming to our office to fix the problem
make sure that you have backed up your all-important files. There may be needed to change
the operating system of the laptop to fix the issue if any bug is in the operating system. In
case of any emergency ask your boss to contact me I will communicate with him about the
situation and I will convince him that it an error that is with the laptop it is not your fault.
Rosa: I hope to hear from you very soon. I am extension 2134. You can ring me when you
done fixing the problem.
You: try to do the following task that I have told earlier I am repeating it again for you first
go to the menu, then search for the control panel where the all setting of the Operating
System situated. Then search for the option of automatic update. After finding the automatic
update check the status of the service whether is activated of deactivated. If the service is

2WORKPLACE COMMUNICATION
activated kindly deactivate the service and reboot the laptop your problem will be resolved. If
not then give us the laptop and after we fixed it we will contact you on the given number to
take back the laptop.
I think I am able to answer all your problem, thank you for calling ABC pvt ltd.