An issue with a user's computer was addressed several times by multiple technicians, but the User has continued to experience the issue. The User calls the help desk and insists on speaking to a…

Question

Options

• AOffer to address the concern since the supervisor is currently unavailable.
• BShow the work orders to the customer as proof the issue was resolved.
• CTell the customer to return at a later time when the supervisor is available.
• DCall the supervisor on the phone and let the customer talk to the supervisor directly.

• A
  92% (23)
• C
  4% (1)
• D
  4% (1)

Explanation

Offering to address the concern (A) is the correct first response. Professional IT support etiquette requires that the technician take ownership of the issue and attempt to resolve it before escalating. The customer is frustrated because the problem has been unresolved across multiple visits - the priority is demonstrating empathy and making a genuine effort to help now. Showing work orders (B) is dismissive and likely to escalate the user's frustration. Telling the customer to come back later (C) is poor customer service and abandons the user. Calling the supervisor away from lunch (D) should only be considered if the technician is genuinely unable to assist, not as a first action.

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