A technician is called back to a client for an issue that was repaired the day before. The client is
very upset that their unit is broken again. Which of the following is the BEST way to respond to the
client on arrival?
A.
The technician should ask what the client did to the unit after they left, why it is broken again
and what the
client was doing to it to make it malfunction again. Ask the client to demonstrate exactly how they
damaged the device.
B.
The technician should show up at the clients site and avoid them completely until they have had
a chance to look at the device and resolve the error. Then they should get the client; show them
the now working
device and how to use the device.
C.
The technician should show empathy for the users situation and for the inconvenience to the
user and/or
their staff. The technician should then communicate that they will make every effort to resolve their
issue as quickly as possible.
D.
The technician should show empathy for the users situation and the inconvenience that the
downtime has caused. The technician should then advise the client that this device is very old and
that they will continue to experience the problem until they upgrade to a new unit.