Scenario-Accounting system. The accounting system is used by 15 customers, is down having crashed in the mid afternoon on a monday. Its third such incident in a 15 day period. You have no time to estimate for when the system will be restored . Your manager has taken afternoon off to play golf .

Key points : Customers demands to know when the system will be back attitude is somewhat aggressive. He wants to know what is being done . Wants to know why it is keep happening. Repeats that it justn't good enough , some of us have work to do. Asks ' will any of your staff be here to help when i have to work late.' Refuses to put the phone down until satisfactory answer are given, Resorts to mild swearing.

After 60 minutes of troubleshooting : you determine that the case needs to be escalated to Tier 2 support.

Deliverables

For this scenario , please provide us 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