Scenario : You're an IT Support Technician assisting an important client to trouble-shoot a recurring problem when running reports. After investigating the problem for a few minutes you discover he hasn't run software updates in 90+ days and the older version of the software doesn't support the reports he needs. When you suggested the client run the updates and re-start the application, he became angry explaining he never received the updates and hung up. Create an email to your supervisor to: 

·      explain the situation

·      offer two solutions to resolve the client complaint 

·      request direction and guidance to resolve the issue

 

I'm writing in regards to a client complains. The client had contacted us to resolve a recurring problem he was facing while running his reports. Upon a brief investigation I identified that the challenge was his outdated software that could not support the nature of his reports. He had not updated the software for over three months and he said he had seen notifications on the updates. I made efforts to advice the client to run the updates and restart the application to solve the issue but unfortunately the he was hung up the call.

I am suggesting that I write an email to the client with instructions on how to update his system regularly to ensure his applications manage to process his reports adequately. I will also make a follow up call to clarify the situation and assure him we will help him with the issue. Kindly advise on my approach.