Question

you have responded to a call from a customer who is having problems with his computer. after troubleshooting the problem, you discover the switch on the power strip was off. after switching it on, all of the components and their functionality return to normal. which of the following is the best way to explain the solution to the customer?

○ \i found this power strip switch in the off position. now that its on, it looks like everything is working. it appears as though that was the problem. can you confirm that the problem has been resolved?\

○ \all i did was flip the power strip switch. you probably bumped it by accident. and that accident just cost you about $80. but dont feel bad, accidents happen to everyone. although, this one could have been easily avoided.\

○ \that was probably the easiest problem ive ever fixed. i am surprised you had to call in. thanks for making my day! all i had to do was flip this little switch. youre good to go.\

○
ext time you need to call, check this power strip switch. it was turned off. thats why nothing worked. if i were you, i would have checked this first and saved both of us time.\

Explanation:

To determine the best explanation, we analyze each option:

• Option 1: Politely explains the solution (found switch off, now on, asks for confirmation) in a professional and helpful way, focusing on resolving the issue and verifying.
• Option 2: Mentions cost and implies blame, which is unprofessional.
• Option 3: Is self - centered, focusing on making the helper's day, not the customer's needs.
• Option 4: Is condescending, suggesting the customer should have known, which is not good customer service.

Answer:

A. "I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"