An administrative assistant has logged the same computer problem three times to the help desk. On the fourth call, the assistant is angry. After calming the person down, the technician gathers enough information to know that the call needs to be escalated to a higher level technician. What should the technician do next?

A) Explain the process to the user.
B) Tell the customer the plan of action and ensure the call is transferred successfully.
C) Put the customer on hold and call your supervisor.
D) Determine whether you think the customer can tolerate a hold time. If not, tell them the next technician will call them back within 15 minutes.

B