Field Scenario

A customer seems visibly uneasy throughout a remote support session, watching every action closely and asking frequent questions.

What You Actually Do

• Recognize this unease as a genuine, understandable concern about someone remotely accessing their system
• Communicate transparently throughout the session about what’s being done and why
• Answer questions patiently rather than treating them as an interruption to the actual work
• Build trust through this transparency, since in-person rapport isn’t available in this context