A Help Desk Technician Gets a Call from an Irate

Multiple Choice

A help desk technician gets a call from an irate user.The user had received a message that his problem was solved,but it has not actually been solved.The technician tries to solve the problem but cannot and decides to escalate the problem.What should the technician do next?

A) Tell the customer that the problem needs to be escalated and ensure that the call is transferred properly to the a technician at the next level
B) Tell the customer that the problem needs to be escalated and document this fact and escalate the problem
C) Put the customer on hold while the problem is escalated
D) Apologize to the customer