You are on a service call to fix a customerʹs printer when he asks you to help with a network firewall issue. This is not part of your normal responsibilities. What should you do?
A) Call your supervisor to find the best company resource to recommend to the customer.
B) Try to solve the issue to the best of your ability.
C) Report the user to his supervisor.
D) Empathetically tell the customer you cannot and report the request to your supervisor.

Question

Quizplus · Accepted Answer

D  You should either call your supervisor to find the appropriate resource (A) or inform the customer empathetically that you cannot assist and report the request to your supervisor (D). Both actions ensure that the customer receives the correct support without overstepping your responsibilities.

You Are on a Service Call to Fix a Customerʹs