During troubleshooting, a client angrily insists that their brand-new printer is faulty and demands an immediate replacement. You've verified that the printer is functional and the issue lies with an outdated printer driver. How should you respond to avoid being judgmental?
Provide a detailed technical explanation of why the printer driver causes such issues and suggest they should keep up with updates.
Bluntly inform the client that the printer is not broken and they were mistaken about the issue.
Immediately comply with their demand for a replacement without explaining the actual issue.
Empathize with the client's frustration, explain that the printer is functional but requires a driver update, and offer to perform the update.
The correct response is to empathetically acknowledge the client’s frustration, explain the nature of the issue, and offer to update the driver. This approach demonstrates understanding without placing blame on the client for misunderstanding the situation, and it focuses on resolving the problem rather than on the mistake. The incorrect options involve either directly confronting the client with their mistake or veering into technical details which may not be helpful and could be perceived as condescending.
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Why is it important to update printer drivers?
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