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:

Balance Sheet Accounts

Accounts that appear on the balance sheet, representing a company's assets, liabilities, and equity at a specific point in time.

Stockholders' Equity

Represents the ownership interest of investors in a corporation, calculated as total assets minus total liabilities.

Normal Debit

An account entry that increases asset or expense accounts, or decreases liability, equity, or revenue accounts, reflecting in the left column of a double-entry accounting system.

Normal Credit

In accounting, it refers to the balance side (either credit or debit) that is expected for a particular type of account; for liability accounts, equity accounts, and revenue accounts, it is typically a credit balance.