Which of the following should the support technician do to BEST resolve the situation?

A customer called the help desk to report that a machine that was recently updated is no longer working. The support technician checks the latest logs to see what updates were deployed, but nothing was deployed in more than three weeks.

Which of the following should the support technician do to BEST resolve the situation?
A . Offer to wipe and reset the device for the customer.
B. Advise that the help desk will investigate and follow up at a later date.
C. Put the customer on hold and escalate the call to a manager.
D. Use open-ended questions to further diagnose the issue.

View Answer

Answer: D

Explanation:

Open-ended questions are questions that require more than a yes or no answer and encourage the customer to provide more details and information. Using open-ended questions can help the support technician to understand the problem better, identify the root cause, and find a suitable solution.

Some examples of open-ended questions are:

✑ What exactly is not working on your machine?

✑ When did you notice the problem?

✑ How often does the problem occur?

✑ What were you doing when the problem happened?

✑ What have you tried to fix the problem?

Offering to wipe and reset the device for the customer is not a good option, as it may result in data loss and inconvenience for the customer. It should be used as a last resort only if other troubleshooting steps fail. Advising that the help desk will investigate and follow up at a later date is not a good option, as it may leave the customer unsatisfied and frustrated. It should be used only if the problem requires further research or escalation and cannot be resolved on the first call. Putting the customer on hold and escalating the call to a manager is not a good option, as it may waste time and resources. It should be used only if the problem is beyond the support technician’s scope or authority and requires managerial intervention.