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?

Questions BankA 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?
ITExamAnswers Staff asked 1 month ago
Question:
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.

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