You Are Assisting a User Over the Phone and Have

question 8

Multiple Choice

You are assisting a user over the phone and have tried several things to help fix the user's problem. Unfortunately, you have been unable to solve the issue. The user is getting frustrated and you don't have many more ideas. What should you do next?

• A)Escalate the user to a higher level of support.
• B)Transfer the user to a colleague you think can assist them.
• C)Tell the user to call you back after you have had more time to research the issue.
• D)Tell the user you will be unable to help them, and document their issue.

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Definitions:

Commoditization

The process by which goods or services become indistinguishable from competitors, leading to competition primarily on price instead of quality or features.

Recall

The ability to retrieve information or memories from one's mind. In marketing, it refers to a consumer's ability to remember a brand spontaneously.

Aided Recognition

A cognitive process in which an individual can recognize or recall information, objects, or concepts with the help of cues or prompts.

Top of Mind Awareness

A marketing term referring to a brand or product being the first one that comes to customers' minds when thinking of a particular industry or category.