A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution. Which of the following actions should the technician take NEXT?
A.
Review all existing case notes from previous calls and restate the issue.
B.
Apologize for the inconvenience and then escalate the call to a supervisor.
C.
Ask the user to walk through each step taken that created the issue.
D.
Establish a theory of probable cause based on what the user reported.
I would choose A as well because per Messer when there is a stressful situation you have to be calm, ask questions to narrow down the exact problem, etc. but he states that you should restate the problem back to the customer to make sure you have a full understanding
Scenario is too vague it creates different avenues one may imagine.
I would only go with B if the scenario stated that reoccurring problems need special attention or escalation to a supervisor or the same technicians previously dealing with the situation as per business guidelines, but the scenario does not state that.
Restating is not unprofessional, you explain you're going to take a look at the notes and then restate the issue to rule out any misunderstandings or changes since the last time. Being professional is doing a good job, not being too scared to ask questions.
D has a bit of A, plus re-establishing theory of probable cause is a step in resolving problems as per 1001 objectives however you need to ask clarifying questions to rule out misunderstandings this time around.
Review all existing case notes? What if there's are too many of them? Even if it going to take some time that will cause the customer to be angrier? Wouldn't it be best to just walk it through with the customer step by step? Crazy.
Partly agree. Having the customer go through the process again also might cause a stress on him. So it depends on the customer and case. Too many vague and situation dependent questions like this on 1002.
Having the customer reiterate the issue would make you and your company seem unorganized and unprofessional. Since it’s a repeating issue you should have sufficient notes indicating previous tickets and steps taken.
The problem is recurring. Can you imagine call 10 times because the problem has not been sorted and have to start from scratch again?
Moreover, assuming that other operators before have done properly their job, a initial Troubleshooting will bring exactly where it brought the previous technical people.
Better to know what has been found and done before, state that is a temporary solution and go ahead to find the real problem and fix it permanently
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