Question

What should help desk workers make clear to the caller?

1) Their limited technical knowledge
2) The problem isn't listed
3) Their trouble-symptoms card
4) The caller's contact information

Answer 1

When helping a caller, help desk workers should make sure to clearly communicate their limited technical knowledge, explain that the problem may not be listed, and ask for the caller's contact information.

Step-by-step explanation:

When helping a caller, help desk workers should make sure to:

1. Clearly communicate their own limited technical knowledge, if applicable. This can help manage the caller's expectations and prevent misunderstandings.
2. Explain that the specific problem the caller is experiencing may not be listed in their troubleshooting resources. Providing specific information about the resources available to help the caller can set realistic expectations.
3. Ask the caller to provide their contact information. This allows the help desk worker to follow up with the caller and provide assistance beyond the initial call.