Situation 1: A student, planning to attend a local college in the fall, has been told to purchase word processing software

for an English class. He is currently looking to buy Microsoft Word, but he wants to know the major functions of this software. Word processor is a computer program used to create, edit, print, and publish documents. A word processor in general can be used to create any type of document, namely, plain text, rich text document, HTML document, XML, document template, etc. It also enables to the user to save the document created on to the computer hard disk. Microsoft Word is the word processing software from Microsoft Inc. It comes in the MS Office package along with other software like PowerPoint, Excel, etc. Some of the features of Microsoft Word are as follows: y y y y y y y y y y y Cut/Copy/Paste Formatting text: It can be used to format text by adding colors, graphics, etc. Adding images/object/pictures: Any image also can be embedded in Office Find/search/replace: Can be used to find and replace a particular word or group of words Bullets/Borders: Can be used to decorate the document Spelling/Grammar: Gives suggestions for misspelt words and gives synonyms Protection: Documents can be protected with a password Letter/Mailings: Used to create letters and mailing envelopes Macros: Allows you to save time by replacing common combinations of keystrokes WYSIWYG: a document appears on the display screen exactly as it will look when printed Merge: Helps in merging one document with another. Eg: Mail merge

Identify a general approach for facilitating the customer over the telephone. What are possible challenges in the given situation? What strategies would help you overcome the challenges? Greet the customer pleasantly, thanking the person for calling, and asking how can you help, making the customer feel comfortable. One possible challenge would be to understand the accent of the customer incase if he/she is not a native English speaker. You can overcome this by talking slowly and repeating the sentences, which are important to the customer with adequate pauses. If causes to the problem or question described by the customer are unclear in the situation, explain how you would further diagnose the problem or question

Very humbly ask for further details to diagnose the problem better and troubleshoot it. Do not dump them with technical questions rather talk in a approachable tone asking for problems in layman terms Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task Not applicable for this situation If the customer has problems understanding your instructions, briefly explain an alternative solution One alternative solution would be to send out an e-mail or a text message briefly describing the features. You can include hyperlinks and screenshots wherever necessary.

Situation 2: A woman, who owns her own business, calls the support desk looking to create a Microsoft Word template for mail sent to customers. She wants each letter to look similar; she is also tired of cutting and pasting her company logo and contact information into each letter The following steps have to be followed Step 1: Go to File menu, and click New Step 2: Choose blank document Step 3: Add your company logo and contact information to this document Step 4: Go to file menu and click Save as Step 5: Type a file name and choose Save as type as Document template (*.dot) Step 6: Click Save and close Step 7: Now open the document template (.dot) file. It will open as a New document with all the images and graphics which are available on the template. Step 8: Now you can add/edit content and print the letter Identify a general approach for facilitating the customer over the telephone. What are possible challenges in the given situation? What strategies would help you overcome the challenges?

Greet the customer. Understanding the customers requirement clearly might be a problem. For example if she wants to create a template as a new document or she wants to merge the template onto another existing template. Clarifying very patiently would solve this problem. If causes to the problem or question described by the customer are unclear in the situation, explain how you would further diagnose the problem or question. Clarify and understand the requirements from the customer once more. Do not start conveying the solution until youre clear with the problem. Try to talk in nontechnical terms as much as possible to strengthen the understanding Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task. Try to repeat the steps from the beginning incase of any problem. It is not advisable to start solving the problem from the middle. Follow the top-down approach to diagnose problems and give solutions If the customer has problems understanding your instructions, briefly explain an alternative solution Prepare a document template along with the tutorial on how to create it. E-mail that tutorial with screenshots Situation 3: An employee working in the human resources department of your company is writing the Employee Handbook. He wants to insert various headers and footers in different sections of the handbook, but needs it all to be contained in a single Microsoft Word file. He tells you that he has already set section breaks within the handbook, but all headers and footers he has inserted are the same for all sections. He asks you why this is happening and how he can fix it. Conventionally MS Word allows you to have common headers and footers on all pages. When you go to the File Page Setup Layout tab, you have a variety of options with respect to the header and footer. Some of them are, y y Different header and footer on the first page Different header and footer for odd and even pages

However, since in this situation the HR employee has already divided the document into various sections it is easy to have different header and footer for each section. The following steps needs to be followed.

Step 1: Go to View menu and choose Header and Footer. The space to type Header and Footer appears on the document along with the Header and Footer Toolbar Step 2: On the Header and Footer toolbar there is an icon named Link to previous. This is enabled by default Step 3: Disable this icon by clicking on it once. This will enable you to have a different Header and Footer for each section in the document. Step 4: Repeat the Steps 1- 3 for each section of the document to edit header and footer in each section Identify a general approach for facilitating the customer over the telephone. What are possible challenges in the given situation? What strategies would help you overcome the challenges? Greet the customer. Understanding the customers requirement clearly might be a problem. For example, enquire clearly what exactly the customer wants and what exactly he has in his document. If causes to the problem or question described by the customer are unclear in the situation, explain how you would further diagnose the problem or question. Clarify and understand the requirements from the customer once more. Do not start conveying the solution until youre clear with the problem. Enquire about the different sections of the document and explain clearly how the Header and Footer works in MS Word. Explain why the Header and Footer is same on all pages by default

Once the causes are identified, describe a step-by-step troubleshooting process to help the customer complete the task. Try to repeat the steps from the beginning incase of any problem. It is not advisable to start solving the problem from the middle. Follow the top-down approach to diagnose problems and give solutions If the customer has problems understanding your instructions, briefly explain an alternative solution Prepare a document with different sections and a different header and footer for each section. Do send along a tutorial on how to do it with screenshots. E-mail the tutorial.