An Irate User Calls the Helpdesk, Upset That for the Second

question 10

Multiple Choice

An irate user calls the helpdesk, upset that for the second time in a month their computer is not functioning properly. What is a good way of dealing with this user?

• A)Explain to the user that getting mad at you will not solve the problem and ask that they call back once they are emotionally less upset.
• B)Apologize profusely for the problem and admit that some technicians are not good enough to solve the issue on the first try.
• C)Apologize for the issue and patiently listen to and work with the user to solve their issue.
• D)Immediately transfer the user to your supervisor.

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Definitions:

Individuality

The quality or character of being an individual; particularly of being uniquely oneself, distinct from others in personality, interests, and values.

Dialog

A conversation between two or more people as a feature of a book, play, or movie, or a structured conversation or negotiation between opposing parties.

Multiple Perspectives

The consideration of different viewpoints or angles on a specific issue, allowing for a more comprehensive understanding.

Validity

The degree to which a test or assessment accurately measures what it is intended to measure.