Getting what you need without frustrating them.
WHAT TO ESTABLISH FIRST
What you genuinely need to proceed.
WHY
Asking for everything by habit wastes their time and yours.
WHAT TO ASK FOR ALL AT ONCE
Every piece needed for the next step.
WHY
Sequential requests feel like stalling.
WHAT TO EXPLAIN
Why you need it.
WHY THAT HELPS
People supply better information when they understand the purpose.
WHAT TO MAKE EASY
Providing it.
HOW
Specific instructions, with an example A form, where the same items are always needed Screenshots showing where to find something
WHAT TO AVOID ASKING
Anything you can look up yourself Anything they already told you Their password
WHY NEVER THE PASSWORD
It is never necessary, and asking trains customers to share credentials.
WHAT TO DO INSTEAD
A support access mechanism, logged and time-limited.
WHAT TO DO WHEN THEY CANNOT PROVIDE IT
Offer to walk through it, or to do it for them.
WHAT TO RECOGNISE
That some customers cannot follow technical instructions, and that is not a failing.
WHAT TO ADJUST
The explanation, not your patience.
WHAT TO DO WHEN THEY DO NOT REPLY
Follow up once, then once more before closing.
