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?
- Determine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.
- Explain to the customer that it is a simple task and ask the customer to try it again.
- Tell the customer that another technician will explain the task .
- Ask the customer to find someone with more experience to perform the task.
Explanation: When providing a solution to solve a problem, a technician should prepare to explain alternative ways that the technician can help the customer, if necessary, such as emailing information, faxing step-by-step instructions, or using remote control software to solve the problem.
Related exam: IT Essentials 8.0 Practice Final Exam Modules 10-14
