A desktop support technician arrives at a workstation in an open-plan design studio to replace a failing internal storage drive per a scheduled maintenance ticket. Upon arrival, the user expresses severe frustration, stating that they are facing an urgent project deadline and cannot afford any workstation downtime today. Which of the following professional communication actions should the technician take to manage this situation effectively? (Select TWO.)
- Actively listen to the user's frustration without interrupting and acknowledge the pressure of their project deadline.Cevap
- Explain the importance of the maintenance and collaborate with the user to identify a brief, suitable time window or temporary replacement workstation.Cevap
- CDisconnect the workstation immediately while citing the mandatory authority of the IT change management schedule.
- DInform the user that delaying the hardware upgrade will result in an automated ticket escalation to human resources for non-compliance.
Cevap
The technician should actively listen to the user's concerns without interrupting, acknowledge their deadline pressure, and clearly explain the necessity of the repair while offering a mutually agreeable time window or temporary accommodation.
When encountering a frustrated user under time constraints, professional communication standards dictate using active listening to acknowledge their situation and working collaboratively to minimize operational disruption. Offering alternatives such as a temporary loaner computer or rescheduling for a less critical window demonstrates respect for customer productivity.
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Anahtar Kavram
Professional Customer Interaction & Conflict De-escalation