Which Scenario Is an Example of a Technician Being Defensive

question 50

Multiple Choice

Which scenario is an example of a technician being defensive?

• A) A technician is responding to a problem that has been called in to the help desk before. After listening to the frustrated customer explain how the problem has not been solved, the technician replies, ʺI understand how you feel. I see that Sally was the technician from our company that didnʹt help you the first time. I get a lot of repeat problems that she does not fix.ʺ
• B) A technician responding to a problem listens without interrupting to a customer describe and demonstrate a computer problem. The week before a different technician solved a different problem for the customer. The customer explains that the current problem did not occur until the previous technician worked on the problem. The technician responds, ʺWe have no idea what you have done between last week and this week.ʺ
• C) A technician walks into a known customerʹs office and says, ʺWhat have you done wrong now, Joyce?ʺ
• D) A technician walks into a customerʹs office and says, ʺTwenty bucks says I can fix your problems in 15 minutes or less.ʺ

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Definitions:

Secondary Prevention

Efforts to detect and treat a disease or condition early in its course to halt or slow its progression.

Effective Treatment

A therapeutic intervention proven to yield positive outcomes in treating a specific condition or disorder.

Long-term Problems

Issues or difficulties that persist over an extended period of time, often with significant impacts on an individual’s life.

Family Therapist

A psychotherapist specializing in treating family dynamics and relationships, often addressing patterns of behavior and communication issues within the family unit.