220-801 · Question #738
A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?
The correct answer is B. Clarify the user's statements. When a user is dissatisfied, the technician should first clarify the user's statements to accurately understand what was not resolved before taking any corrective action.
Question
A user is unsatisfied with the quality of the repair that another technician has completed on their PC. Which of the following should be done to help the user?
Options
- AAgree with the user's complaints
- BClarify the user's statements
- CMinimize the user's criticism
- DShadow the other technician on the next repair
How the community answered
(16 responses)- A6% (1)
- B94% (15)
Why each option
When a user is dissatisfied, the technician should first clarify the user's statements to accurately understand what was not resolved before taking any corrective action.
Simply agreeing with the user's complaints without investigation is unprofessional and does not move toward diagnosing or resolving the underlying technical issue.
Clarifying the user's statements allows the technician to identify exactly which issue remains unresolved, avoid assumptions, and gather the specific details needed to address the complaint professionally - this is a core active-listening and customer service principle in IT support.
Minimizing the user's criticism dismisses a legitimate concern, damages trust, and violates professional conduct standards expected of IT technicians.
Shadowing another technician on a future repair does nothing to address the current user's unresolved problem.
Concept tested: IT technician professional communication and active listening
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