Question

You have been on the phone with a user in a remote office for 30 minutes troubleshooting their minor desktop problem. No matter how many times you explain the solution to them, they do not understand what you are saying. What should you do?
A. Go to the user's site
B. Suggest they call back tomorrow
C. Suggest they call another technician
D. Suggest you talk to their manager

Answer 1

Answer:

D

Explanation:

First when you are troubleshooting a client your main goal is to solve their issue, you dont want to say hey call later i cant help you or say call someone else because picture this you need help and someone hangs up on you or says (B.) or (C.) it comes off as rude i would say. Regarding (A.) im not 100% sure what exactly do you mean by user's site? But asking for their manager (D.) or someone else (preferably higher up) seems to be the right action to be taken.