Question

Scenario - Accounting system . The accounting system, used by 15 customers,

is down having crashed in the mid-afternoon on a Monday. It's the third such Indident in 15 -day period . You have no time estimate for when the system will be restored . Your manager has taken the afternoon off to play golf. Key points: Customer demands to know when the system will be back. Attitude is somewhat aggressive . He wants to know what is being done. Wants to know it keeps happening . Repeats that it just isn't good enough, some of us have work to do. Asks any of your staff be here to help when I have to work late . Refuses to put the phone down until satisfactory answers are given . Resorts to mild swearing . After 60 minutes of troubleshooting : You determine that the case needs to be escalated to Tier 2 support .

For this scenario, please provide as much detail as possible, such as:

1.How you would handle the upset customer

2.How you would gather information

3.How to diffuse the upset customer

Please walk us through your information gathering steps and how you would deal with the upset customer.

Include your process in escalating to Tier 2.

Assignment in word format.