A user reports several technicians have been unable to solve a problem and requests that the technician on the phone comes out to fix the problem because the user is unable to work.
After the technician has effectively communicated a willingness to help, which of the following is the NEXT step?
A . Allow the user to speak with a supervisor.
B . Identify the problem.
C . Establish a theory.
D . Immediately go to the user’s office.
Answer: B