Practice Quiz

CompTIA A+ 220-801

Category - 801: Procedures

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A user calls you at the helpdesk and informs you of something not working correctly. After two minutes of chatting with the user, you know the issue, but the user is still providing you with background information on themselves and the system. How should you approach this situation?
  1. Politely tell the user you think you have a solution to their problem.
  2. Put yourself on mute and tune-out until the user is finished.
  3. Allow the user to say what’s on their mind without interrupting.
  4. Ask questions that challenge the user to provide some relevance in what they are saying to the issue at hand.
Explanation
Answer: C - You should allow the user to say what’s on their mind without interrupting, even if after only a couple minutes you’ve identified the problem with their system.

Key Takeaway: People like to be heard, even if what they’re saying does not seem important. One of the hardest parts of being a technician is holding your tongue and allowing the user to continue chatting even after you’ve assessed the situation. Although it may seem like a waste of time to a busy technician, allowing the user to say what they need to say without interruptions will end up saving time in the long run, and may provide you with an extra piece of information that changes your prognosis of the system.
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