As you’re fixing a computer issue for a user, the user asks you to slow down and explain as you go so he can fix the issue in the future. You have several other issues to resolve before the end of the day. How do you respond to the user?
Explanation
Answer: B - If a user asks you to slow down and explain fixing the issue as you go, offer to walk through the steps with the user and notify your manager that you may be running later to future appointments.
Key Takeaway: Users grow very attached to their computers, and feel not only annoyed when the system doesn’t function properly, but also helpless. Users commonly request instruction on how you are fixing the issue so they can do it themselves in the future, or at least feel less helpless the next time it happens. A little understanding goes a long way. “Dealing with users” is in the technician’s job description, and while it may be tough to work and talk, it’s a skill you need to develop in order to succeed. While showing the user a website may help them understand the issue, it does not deal with the helplessness the user feels.
