Question

A customer calls the help line to report a computer problem. The help line technician responds and works with the customer for some time. However, the technician cannot identify the root cause of the problem. What should the technician do to help the customer?

a. Tell the customer that a replacement computer will be shipped immediately.
b. Suggest that the customer visit the support website for more detailed information.
c. Tell the customer that a ticket is created and another technician will contact the user soon.
d. Ask for the email address of the customer in order to send all the support documents for the computer.

Answer 1

If the technician cannot identify the root cause of the computer problem, they should tell the customer that a ticket is created and another technician will contact the user soon.

Step-by-step explanation:

If the technician cannot identify the root cause of the computer problem, they should tell the customer that a ticket is created and another technician will contact the user soon. This ensures that the customer's issue is addressed and that someone with more expertise can assist them. It is not appropriate to tell the customer that a replacement computer will be shipped immediately, as the root cause of the problem has not been determined. Though suggesting that the customer visit the support website may provide more detailed information, it is not the most proactive solution in this scenario. Similarly, asking for the customer's email address to send support documents may not address the root cause of the problem.