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:

Unexpected Statement

A remark or assertion that surprises or is unanticipated by the audience or conversational partner.

Reader Benefits

The advantages or positive outcomes a reader gains from engaging with a text or document.

Persuasive Request

A communication aiming to convince the recipient to grant a request or agree to a proposal, often emphasizing benefits and minimizing potential negatives.

E-Mail Sales Message

A written communication sent via email intended to persuade the recipient to purchase a product or service.