{"id":4037,"date":"2022-08-21T23:59:49","date_gmt":"2022-08-21T23:59:49","guid":{"rendered":"https:\/\/tutor.engoo.com\/blog\/?p=4037"},"modified":"2022-08-21T23:59:49","modified_gmt":"2022-08-21T23:59:49","slug":"customer-service-online-tutoring","status":"publish","type":"post","link":"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/","title":{"rendered":"5 Pro Tips for Handling Technical Issues During Online Lessons"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#Tip_1_Avoid_accidentally_blaming_the_student\" >Tip #1: Avoid accidentally blaming the student<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#Tip_2_Do_not_leave_the_lesson_room\" >Tip #2: Do not leave the lesson room<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#Tip_3_Do_some_troubleshooting_together\" >Tip #3: Do some troubleshooting together<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#Tip_4_Show_some_sympathy\" >Tip #4: Show some sympathy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#Tip_5_Offer_a_lesson_via_the_chatbox\" >Tip #5: Offer a lesson via the chatbox<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/#%F0%9F%91%8B_Thats_it_for_now\" >\ud83d\udc4b That&#8217;s it for now<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Unfortunately, technical difficulties are part of our job as online tutors. While most of our lessons go smoothly, every now and then, we experience issues like audio lags or poor video quality.<\/p>\n\n\n\n<p>As frustrating as they may be, knowing how to handle issues like these professionally can leave a good impression on your students. So today, let's go over five tips for handling technical issues with care.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tip_1_Avoid_accidentally_blaming_the_student\"><\/span>Tip #1: Avoid accidentally blaming the student<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The biggest mistake tutors make is accidentally blaming the issue on their students. Even if the issue seems to be coming from their end, don't directly say so. <\/p>\n\n\n\n<p>Most of our students come from <a href=\"https:\/\/tutor.engoo.com\/blog\/2019\/11\/18\/how-to-not-offend-students-from-different-cultures\/\">harmony-oriented cultures<\/a>, which means that statements that seem harmless to us can come off as confrontational to them \u2014 especially if they are already feeling anxious or frustrated.<\/p>\n\n\n\n<p>So avoid saying things like \"It looks like <em>you're<\/em> having connection issues. Can <em>you<\/em> refresh the page?\" instead, say \"It looks like <em>there are<\/em> connection issues. <em>Let's try<\/em> refreshing the page.\"<\/p>\n\n\n\n<p>Being diplomatic keeps the technical issue from snowballing into unnecessary misunderstandings and arguments.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tip_2_Do_not_leave_the_lesson_room\"><\/span>Tip #2: Do not leave the lesson room<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Another common mistake tutors make is accidentally leaving the lesson room. Whatever you do, make sure you stay in the lesson room (unless you need to refresh the page). <\/p>\n\n\n\n<p>Even if the student leaves, remember to stay put. This will prevent the lesson from getting canceled by the system, which happens when you leave the lesson page for more than five cumulative minutes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tip_3_Do_some_troubleshooting_together\"><\/span>Tip #3: Do some <mdspan datatext=\"el1658847821878\" class=\"mdspan-comment\">troubleshooting<\/mdspan> together<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Now it's time to do some troubleshooting with the student. <\/p>\n\n\n\n<p>But first, remember to keep your language simple. Your student is probably already confused, so try to avoid technical terms like \"troubleshooting\" and \"audio\" (e.g. \"find the problem\" and \"sound\" are much easier to understand). You may also want to type your instructions into the chatbox if that makes things clearer for your student.<\/p>\n\n\n\n<p>As covered in \"<a href=\"https:\/\/tutor.engoo.com\/support#reamaze#0#\/kb\/training\/how-to-use-the-lesson-system\">How To Use The Lesson System<\/a>,\" here are the first four things you should do if you encounter a technical issue:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Wait five seconds to see if the issue resolves.<\/li><li>Try refreshing the page. (Inform the student that you will reload and then do it without waiting.)<\/li><li>Ask the student to try reloading the page. (If they don't do so, proceed to the next step.)<\/li><li>Suggest to the student that you both try turning off the video.*<\/li><\/ol>\n\n\n\n<p>If the issue remains, here are some more things you can ask the student to try:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Can you try turning off the virtual background?*<\/li><li>Can you try closing other tabs?<\/li><li>Can you try restarting your browser?<\/li><li>(If their audio is not working) Can you <span style=\"color: initial;\">play a Youtube video to check that your sound is working?<\/span><\/li><li>Is there any other device you could use to take the lesson?<\/li><\/ul>\n\n\n\n<p>For more ideas, check out our <a href=\"https:\/\/tutor.engoo.com\/support#reamaze#0#\/articles\/lesson-room-troubleshooting-guide-ts\">Lesson Page Troubleshooting Guide<\/a>. Patiently instructing students on ways to troubleshoot the issue will put them at ease and let them know they are in good hands.<\/p>\n\n\n\n<p><em>*Keep in mind these measures are only temporary. You can encourage students to turn their video and virtual background back on after the connection stabilizes.<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tip_4_Show_some_sympathy\"><\/span>Tip #4: Show some sympathy<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Experiencing connection issues is frustrating regardless of the source of the problem, so it can help to show that you sympathize with the student and feel bad that the lesson isn't going as planned.<\/p>\n\n\n\n<p>Here are some things you can say.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Technical issues are the worst, aren't they? Let's figure out what's going on.<\/li><li>I'm sorry about these technical difficulties. Let's try to fix them and get back to our lesson as soon as we can.<\/li><\/ul>\n\n\n\n<p>The lesson note is also a good place to show that you care. Here's a sample lesson note for these types of situations.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Thank you for booking a lesson with me today, Mike! I am sorry that technical issues prevented us from talking more about the topic you chose, but I hope next time we can expand on it more.<\/p><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Tip_5_Offer_a_lesson_via_the_chatbox\"><\/span>Tip #5: Offer a lesson via the chatbox<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Unfortunately, there will be times when technical issues remain unresolved even after you and your student have tried everything. In this case, you can give the student two options:<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Keep troubleshooting together.<\/li><li>Continue the lesson via the chatbox.<\/li><\/ol>\n\n\n\n<p>If the student opts for a lesson over chat, you can have a conversation, answer <a href=\"http:\/\/engoo.com\/app\/daily-news\">Daily News<\/a> questions, or even do some activities together. For example, you can send your student <a href=\"https:\/\/tutor.engoo.com\/blog\/2021\/11\/28\/extra-lesson-time-puns\/\">riddles and puns<\/a> or play games with them. <\/p>\n\n\n\n<p>Here are some games that can be played over chat:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>20 Questions: You pick something and your student has to guess what it is by asking you 20 yes-no questions.<\/li><li>Two Truths and a Lie: You say three statements (two that are true and one that is false) and ask your student to figure out which statement is false.<\/li><li>Story Time: You and your student make a story together by each saying one sentence at a time.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"%F0%9F%91%8B_Thats_it_for_now\"><\/span>\ud83d\udc4b That&#8217;s it for now<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>We hope these tips gave you an idea of how to handle technical difficulties with care. Regardless of whether we're able to fix the issue, showing the student that we're trying our best goes a long way. Happy tutoring!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Unfortunately, technical difficulties are part of our job as online tutors. While most of our lessons go smoothly, every now and then, we experience issues like audio lags or poor video quality. As frustrating as...<\/p>\n","protected":false},"author":409,"featured_media":4702,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ep_exclude_from_search":false,"unified_meta_tagline_field":"","footnotes":""},"categories":[43],"tags":[],"class_list":["post-4037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-about-online-tutoring"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Basics for Online Tutoring<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/tutor.engoo.com\/blog\/about-online-tutoring\/customer-service-online-tutoring\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Basics for Online Tutoring\" \/>\n<meta property=\"og:description\" content=\"Unfortunately, technical difficulties are part of our job as online tutors. 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