After having difficulty printing, a user, Joe, informs a technician that the print server needs to be reset because there are a number of documents pending in the printer on the control panel. The technician understands that the real solution is to clear a paper jam. Which of the following is the MOST appropriate response the technician should give Joe?

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D. Remove the paper jam from the printer and offer Joe some reference materials so he can be more Removing the paper jam addresses the root cause of the printing issue. Offering reference materials respects the customer's desire to be informed while diplomatically correcting the misdiagnosis without belittling the customer. This approach resolves the issue and empowers the user without causing embarrassment.

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A. Inform Joe that there are print jobs piling up, but the cause is a paper jam, and a technician is fixing While informative, this option focuses on informing Joe about the symptoms rather than efficiently resolving the problem and moving forward.

Answer

B. Tell Joe that he was incorrect about the print server, and ask him open-ended questions to see if Directly telling Joe he was incorrect is confrontational and violates professional courtesy standards expected of a support technician.

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C. Thank Joe for his help with solving the issue, and let him know that a technician is in the process Thanking Joe for solving the issue when he did not correctly diagnose it would be dishonest and could reinforce his incorrect understanding.

After having difficulty printing, a user, Joe, informs a technician that the print server needs to be reset because there are a number of documents pending in the printer on the control panel. The…

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