Patron Troubleshooting

Tips for Troubleshooting Your Patrons

  • Let the patron know there may be delays due to technical difficulties.
  • Patron having Qwidget issues? Try the Full-Screen Chat window instead.
  • Use the Scripts and pre-selected URLs for dealing with common technical problems.
  • Try one or two troubleshooting options but then resort to what does work.
  • Always follow-up and refer the patron with additional assistance options such as Email Reference.

If you or your patron are becoming frustrated or impatient, don't insist on trying every possible solution to a technical problem. Try one or two troubleshooting options, but then resort to what does work: chatting, perhaps page pushing or refer them for additional assistance.