QuestionA support technician receives a call from a single user, but the issue happened during a big change. The support team is worried some users might not be calling in, or that the problem may occur again. What should the support team do?A.ReplacementB.Follow upC.RMAD.Change request

A call center technician has asked a customer to perform a simple operation to fix a problem on a computer. The customer seems unable to perform the task. What should the technician do?(2 Points)Ask the customer to find someone with more experience to perform the task.Determine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.Tell the customer that another technician will explain the task .Explain to the customer that it is a simple task and ask the customer to try it again.

Scenario: A customer is frustrated and upset because they have been experiencing the same issue repeatedly despite multiple support requests.Question: How would you handle this situation to calm the customer and ensure their issue is resolved satisfactorily?

Question 5Consider the following case study:You receive a phone call from a remote user, saying they cannot connect to the company server. The user is in a rush and is frustrated. You take the call and start your interaction with the user. The user, having some computer knowledge, tells you what steps they perform to try to solve the problem. In order to find the root cause, you need to re-try some of the same steps the user performed. Which of the following is the best way to communicate with the user the steps you want to perform?1 pointSaying, “Let us start working on your problem. Please do the following steps.”Telling the user you can not trust what they have done and need to start your own troubleshooting.Saying, “Sorry for inconveniencing you, I know that you already did some of these steps, but in order to find the root cause, I will need you to perform some of them again.”Acknowledging the steps the user did and go radio silence while you evaluate the problem.

1. Assume you work on a help desk for a large company. Last night, the system administrators upgraded applications that are accessed via a URL. During the upgrade, the URL was changed. The system administrators forgot to inform the application users and help desk of the change. First thing in the morning, the help desk starts receiving calls from frustrated employees who are unable to access their application as they did yesterday, and they don’t know why. How do you respond to this situation? As you decide, consider the following questions:How do you de-escalate the frustrations of the employees when you don’t know the answer to the problem yet?When you find out that the URL was changed, how do you communicate the new information to the application users?What step in change management wasn’t fully completed that could have avoided this situation? If you were the help desk manager, how would you communicate the need to fully complete all steps in change management with the system administrator manager without creating tension between IT departments? (On the help desk, you never want to create tension with other IT departments because you depend on them to resolve escalated issues.) 2. Write a post of at least 100 words giving your answers to the preceding questions, explaining how you would handle this situation. Include steps you would take regarding customer service, change management, and interdepartmental relationships in IT.

You're a cashier at an electronics shop. A customer approaches and says: 'My phone keeps randomly shutting down. I tried to get help at the technical support desk, but nobody was there.' What should you do? Troubleshoot the customer's phone problem to the best of your ability Give the customer a direct email address for technical support Call on a technical support representative to return to the desk Ask the customer to return to the technical support desk and wait for assistance Explain that you're not trained in technical support and offer shop credit for a replacement