A teacher calls the help desk, "Hi, my name is Cheryl Schmidt and I called in a problem yesterday that my IP phone won't work in my office. I just got a note through my email that states the problem was closed, but when I came in to work today, my office phone still does not have a phone number and it does not work. Which statement would be the most appropriate from the help-desk technician?
A) "That Jack. He is always closing help-desk problems before he actually gets around to doing the repair. This has happened before and I am sure he will fix that today."
B) "Let me try and solve the problem with you right now."
C) "Let me give you the phone number of my supervisor so you can report this."
D) "Stay on the line and I will get Jack on the call with us to find out why he didn't solve the problem."

Question

Quizplus · Accepted Answer

The most appropriate response would be to offer to help solve the problem with the teacher right away. Blaming the help desk technician or passing the issue off to a supervisor or another technician does not solve the problem and does not provide good customer service. Collaborating with the teacher to resolve the issue is the most effective and proactive solution.

A Teacher Calls the Help Desk, "Hi, My Name Is