A User Calls You at the Helpdesk and Informs You

question 31

Multiple Choice

A user calls you at the helpdesk and informs you of something not working correctly. After two minutes of chatting with the user, you know the issue, but the user is still providing you with background information on themselves and the system. How should you approach this situation?

• A)Politely tell the user you think you have a solution to their problem.
• B)Put yourself on mute and tune-out until the user is finished.
• C)Allow the user to say what's on their mind without interrupting.
• D)Ask questions that challenge the user to provide some relevance in what they are saying to the issue at hand.

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Definitions:

Monomorphic

Pertaining to a structure or organism that has only one form or state during its life cycle.

Social Power

The ability to influence or control the behavior of others and the outcomes of social situations.

Sociometric Methods

Techniques used to measure social relationships and structures by evaluating attributes like preferences, choices, or personal connections among group members.

Opinion Leaders

Individuals who have the ability to influence the attitudes, behaviors, and opinions of others due to their expertise, position, or personality.