A college teacher has requested a computer be reloaded. The computer will not boot. Finals are in a day and a technician completes this help-desk request. The next day, the day of finals, the teacher checks the computer and even though it boots, the wrong image has been used, and the applications needed for finals are not available. The teacher calls the help desk and you are the technician to
respond. The teacher is angry because finals are in 30 minutes, and it takes at least 1 hour to reimage the computer. When you tell the teacher the required amount of time and ask whether she wants you to stay to oversee the reload during her final or come back later, the teacher starts yelling at you. What is the best step to take at this time?
A) Calmly explain how the other technician put the wrong image on the computer. Calmly reiterate the choices.
B) Maintain your professionalism, but do not take this abuse. Calmly ask to speak to her supervisor.
C) Maintain your professionalism. Walk over to the computer and start the reload.
D) Apologize, keep your tone nonconfrontational, and explain again that the only two choices available are to start the reload now or to start it after her finals.
D
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