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?

\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.\

\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.\

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 way to explain the solution, we analyze each option:

• Option 1 is unprofessional and dismissive, focusing on the ease for the technician rather than helping the customer understand.
• Option 2 clearly states what was found (power strip switch off), what was done (switched it on), confirms the problem is resolved, and asks the customer to verify, which is professional and informative.
• Option 3 is condescending, mentions cost in a negative way, and blames the customer, which is inappropriate.
• Option 4 is rude and implies the customer should have known better, which is unhelpful and unprofessional.

Answer:

B. "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?"