An irate user calls the helpdesk, upset that for the second time in a month their computer is not functioning properly. What is a good way of dealing with this user?
A)Explain to the user that getting mad at you will not solve the problem and ask that they call back once they are emotionally less upset.
B)Apologize profusely for the problem and admit that some technicians are not good enough to solve the issue on the first try.
C)Apologize for the issue and patiently listen to and work with the user to solve their issue.
D)Immediately transfer the user to your supervisor.

Question

Quizplus · Accepted Answer

When dealing with an irate user who is upset their computer is not functioning properly for the second time in a month, apologize for the issue and patiently listen to and work with the user to solve their issue.
Key Takeaway: Customers come from all walks of life, with different specific issues affecting them any one day. A completely unrelated issue may be motivating a user's anger, but unfortunately you are the person catching the brunt of their anger. Most importantly, these customers want to know they are being heard and that you understand the problem-after that, they want it solved. Talking down to the user will only upset them more, transferring them to your supervisor may be ultimately beneficial, but is not a first-response to their problem. Although it may be true, the user both does not need to hear about other technicians at this point, nor does your organization want you admitting a weakness on behalf of their technicians.

An Irate User Calls the Helpdesk, Upset That for the Second