A Help Desk Technician Gets a Call from an Irate

question 191

Multiple Choice

A help desk technician gets a call from an irate user.The user had received a message that his problem was solved,but it has not actually been solved.The technician tries to solve the problem but cannot and decides to escalate the problem.What should the technician do next?

• A)Tell the customer that the problem needs to be escalated and ensure that the call is transferred properly to the a technician at the next level
• B)Tell the customer that the problem needs to be escalated and document this fact and escalate the problem
• C)Put the customer on hold while the problem is escalated
• D)Apologize to the customer

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Definitions:

Positive Identity

A sense of self that is characterized by positive self-regard and a cohesive sense of personal worth.

Confusing Identity

A state of uncertainty or conflict about one's sense of self, often experienced during periods of significant change or development.

Fidelity

The degree of accuracy or loyalty to an original source or to personal beliefs and values; in developmental psychology, Erikson defined it as the ability to maintain loyalties and values despite contradictions.

Sincerity

The quality of being open and genuine, without pretense or deceit.