During a busy day at the help desk, you receive a call from an agitated user who is unable to access critical company data. While they're describing their problem in a rushed and technical manner, what is the most effective way to ensure you are understanding their issue and providing quality support?
Interrupt the user to quickly steer the conversation towards a standard troubleshooting procedure.
Take detailed notes and clarify by repeating back the main points of the problem to the customer.
Immediately offer a solution based on your initial assessment to quickly resolve the call.
Assure the user that you understand and can handle the problem without needing to take notes.