While conducting a remote screen-sharing session to resolve a network printer installation issue, a Tier 1 support technician notices that the user has a spreadsheet displayed containing unencrypted Personal Identifiable Information (PII) of corporate clients. The user appears unaware of the visible data and is becoming impatient regarding the printer issue. Which of the following professional communication and compliance actions should the technician take in this scenario? (Select TWO.)
- Respectfully inform the user of the visible sensitive data and ask them to close or minimize the document before proceeding with troubleshooting.Cevap
- Maintain a professional, non-judgmental tone while clearly explaining the estimated time required to configure the printer driver.Cevap
- CImmediately take full remote control of the desktop and delete the spreadsheet file to enforce data privacy compliance without waiting for user consent.
- DUse advanced technical jargon regarding printer spooler RPC dependencies to demonstrate technical expertise and justify the delay.
Cevap
The technician should politely notify the user to close or minimize the document containing sensitive client PII, and maintain a professional tone while clearly explaining expected timelines for the printer repair.
Professional support standards require technicians to protect customer privacy by requesting that sensitive PII be hidden prior to remote troubleshooting, while maintaining clear, jargon-free communication and setting proper timeline expectations.
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Anahtar Kavram
Professional customer interaction, privacy compliance, active listening, and expectation setting during support sessions.