220-1002 · Question #112
Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician…
The correct answer is C. Ask more open-ended questions to see if the issue can be narrowed down in order to properly. When a customer is frustrated, the technician should use open-ended questions to gather more information and narrow down the problem rather than dismissing or deferring the customer.
Question
Joe, a customer, has informed a Tier 2 help desk technician that a computer will not boot up. After about ten minutes of troubleshooting, Joe is increasingly concerned and claims that the technician is wasting his time because he has already tried everything that has been suggested. Which of the following should the technician do?
Options
- ASince Joe is concerned about time, suggest calling back later when Joe has more time to
- BRecord the call and send it to the local intranet for future technicians to learn how to deal with
- CAsk more open-ended questions to see if the issue can be narrowed down in order to properly
- DInform the customer that there is a troubleshooting script that must be followed to get the issue
How the community answered
(27 responses)- A4% (1)
- B7% (2)
- C85% (23)
- D4% (1)
Why each option
When a customer is frustrated, the technician should use open-ended questions to gather more information and narrow down the problem rather than dismissing or deferring the customer.
Suggesting the customer call back later abandons the customer mid-issue and fails to provide the support they are entitled to, violating basic help desk service standards.
Recording the call and posting it to an intranet without consent is a privacy violation and is unprofessional conduct that does not address the customer's immediate problem.
Asking open-ended questions allows the technician to uncover details the customer may not have volunteered, identify what has already been tried, and focus troubleshooting on unexplored areas - this demonstrates active listening, respects the customer's time, and follows professional help desk best practices.
Telling the customer a script must be followed is dismissive of their stated frustration and implies their previous troubleshooting is irrelevant, damaging rapport and wasting more time.
Concept tested: Help desk soft skills and customer communication
Source: https://www.comptia.org/certifications/a
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