Which scenario is an example of a technician being defensive?
A) A technician is responding to a problem that has been called in to the help desk before. After listening to the frustrated customer explain how the problem has not been solved, the technician replies, ʺI understand how you feel. I see that Sally was the technician from our company that didnʹt help you the first time. I get a lot of repeat problems that she does not fix.ʺ
B) A technician responding to a problem listens without interrupting to a customer describe and demonstrate a computer problem. The week before a different technician solved a different problem for the customer. The customer explains that the current problem did not occur until the previous technician worked on the problem. The technician responds, ʺWe have no idea what you have done between last week and this week.ʺ
C) A technician walks into a known customerʹs office and says, ʺWhat have you done wrong now, Joyce?ʺ
D) A technician walks into a customerʹs office and says, ʺTwenty bucks says I can fix your problems in 15 minutes or less.ʺ

Question

Quizplus · Accepted Answer

In choice B, the technician's response implies a defensive stance by suggesting the problem may have been caused by the customer's actions after the last visit, without directly addressing the issue or acknowledging the possibility of a connection to the previous work. This deflects responsibility and can be seen as defensive.

Which Scenario Is an Example of a Technician Being Defensive