During troubleshooting, a client angrily insists that their brand-new printer is faulty and demands an immediate replacement. You have verified that the printer is functional and that the real problem is an outdated printer driver. How should you respond to avoid being judgmental?
Immediately comply with their demand for a replacement without explaining the actual issue.
Bluntly inform the client that the printer is not broken and they were mistaken about the issue.
Empathize with the client's frustration, explain that the printer is functional but requires a driver update, and offer to perform the update.
Provide a detailed technical explanation of why the printer driver causes such issues and suggest they should keep up with updates.
The best response is to acknowledge the client's frustration, calmly explain that the printer itself is working but needs a driver update, and offer to perform that update. This shows empathy, avoids placing blame, and focuses on resolving the issue. Bluntly telling the client they are wrong can sound defensive; launching into a detailed technical lecture may feel condescending; replacing hardware without explanation wastes resources and fails to educate the user.
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Why is it important to update printer drivers?
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What are some signs that a printer driver might be outdated?
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What steps can I take to update my printer driver?