An irate user calls the helpdesk, upset that for the second time in a month their computer is not functioning properly. What is a good way of dealing with this user?
Explanation
Answer: C - When dealing with an irate user who is upset their computer is not functioning properly for the second time in a month, apologize for the issue and patiently listen to and work with the user to solve their issue.
Key Takeaway: Customers come from all walks of life, with different specific issues affecting them any one day. A completely unrelated issue may be motivating a user’s anger, but unfortunately you are the person catching the brunt of their anger. Most importantly, these customers want to know they are being heard and that you understand the problem-after that, they want it solved. Talking down to the user will only upset them more, transferring them to your supervisor may be ultimately beneficial, but is not a first-response to their problem. Although it may be true, the user both does not need to hear about other technicians at this point, nor does your organization want you admitting a weakness on behalf of their technicians.
