Remote Support Call Script: Helping a Relative With a Device Over the Phone
Guide someone through a tech problem calmly and safely.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Prepare a phone script to help a relative with [TASK_OR_PROBLEM]. Their device and version: [DEVICE_AND_VERSION]. Their confidence and any difficulties (small screen, hearing, anxiety): [CONFIDENCE_AND_NEEDS]. What I can see or not see: [VISIBILITY].
Write an opening that sets a calm pace, a set of questions to find out what they see on the screen (describe it in your own words), step-by-step instructions of one action each with a check ('Do you see a button that says...?'), phrases for when the screen differs, a plan for when they feel lost (go back to the start, pause), and a safe closing (summarise what we did, write it down, plan the next call). Include rules for safety: never ask them for passwords or codes, remind them about scams that mimic support calls, and do not take remote control of their device unless they have asked and trust the tool.
Menu names differ by version; mark exact steps [VERIFY] and ask me to check them on a similar device.
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