220-1202 · Question #67
A customer's computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their…
The correct answer is A. Escalate the issue to a senior team member and provide next steps to the customer. When you've exhausted your troubleshooting expertise and the customer is frustrated, the appropriate next step is to escalate the ticket to a more experienced technician or specialized team. At the same time, communicate clearly to the customer what you're doing and what they…
Question
A customer's computer does not have an active connection to the network. A technician goes through a few troubleshooting steps but is unable to resolve the issue. The technician has exhausted their knowledge. The customer expresses frustration at the time taken to resolve this issue. Which of the following should the technician do?
Options
- AEscalate the issue to a senior team member and provide next steps to the customer.
- BDismiss the customer and reschedule another troubleshooting session at a later date.
- CInterrupt the customer and express that troubleshooting support tickets can take time.
- DMaintain a positive attitude and continue to ask questions regarding the scope of the issue.
How the community answered
(33 responses)- A76% (25)
- B6% (2)
- C3% (1)
- D15% (5)
Explanation
When you've exhausted your troubleshooting expertise and the customer is frustrated, the appropriate next step is to escalate the ticket to a more experienced technician or specialized team. At the same time, communicate clearly to the customer what you're doing and what they can expect next. This maintains transparency, manages expectations, and ensures the issue is resolved as quickly as possible.
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