A support technician arrives at a customer's workstation to perform an on-site software repair. Upon arriving, the technician notices sensitive financial spreadsheets left open on the monitor, and the user expresses frustration that the repair will interrupt an urgent deadline. Which of the following professional customer interaction practices should the technician perform in this situation? (Select TWO.)
- Ask the user to save and close confidential files or lock the screen before starting the repair to respect data privacy.Answer
- Actively listen to the user's deadline concerns, maintain a calm demeanor, and provide clear expectations for repair time.Answer
- CMinimizing open applications directly on the user's desktop without prior authorization to expedite the repair process.
- DExplaining the technical failure using complex operating system jargon to emphasize the severity of the background issue.
Answer
The technician should ask the user to save and close confidential files to respect data privacy, and actively listen to the user's deadline concerns while maintaining a calm demeanor and providing clear time expectations.
Professional communication and user interaction standards require technicians to safeguard user privacy by asking users to close sensitive documents before work begins. Technicians must also practice active listening, avoid interrupting agitated users, maintain a calm tone, and provide reasonable timeframes for repair completion.
Step-by-Step Solution
Key Concept
Professional Customer Interaction and Confidentiality
Estimated Time:1m 30s