220-1202 · Question #221
A technician is assisting a user who is growing increasingly frustrated because an application continuously crashes. The technician must coordinate with another department to resolve the issue…
The correct answer is D. Explain the issue and the need for collaboration. Clearly explaining the issue and the need for collaboration keeps the user informed, manages expectations, and maintains professionalism while the technician coordinates with another department to resolve the problem.
Question
A technician is assisting a user who is growing increasingly frustrated because an application continuously crashes. The technician must coordinate with another department to resolve the issue. Which of the following actions should the technician take to effectively and professionally communicate with the user?
Options
- ATransfer the user to the next tier.
- BAsk the user to submit a formal complaint about the issue.
- CContinue working on the issue independently.
- DExplain the issue and the need for collaboration.
How the community answered
(26 responses)- A12% (3)
- B4% (1)
- C4% (1)
- D81% (21)
Explanation
Clearly explaining the issue and the need for collaboration keeps the user informed, manages expectations, and maintains professionalism while the technician coordinates with another department to resolve the problem.
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