easyMultiple ChoiceObjective-mapped
220-1102 Practice Question: A customer reports that their printer is not…
A customer reports that their printer is not working after a recent Windows update. The technician suspects a driver issue. Which of the following is the BEST way to handle this situation while maintaining customer satisfaction?
⚠ Common exam trap
Test-takers frequently choose Option B (unplug/replug) because it is a common troubleshooting step, but the question specifically tests communication and professionalism, not basic hardware troubleshooting, so the best answer is the one that manages the customer's expectations and demonstrates a planned, researched response.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Say you will research the issue and call them back within an hour with steps.
It demonstrates professional communication and sets realistic expectations. The technician acknowledges the issue, commits to researching the specific driver compatibility problem caused by the Windows update, and promises a follow-up within a defined timeframe. This approach maintains customer trust and avoids making promises or taking actions without a clear plan.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Tell the customer that Windows updates often break things and they should avoid updates.
Why it's wrong here
This response is unprofessional and technically unsound. Windows updates are crucial for security patches, bug fixes, and driver compatibility, even if they occasionally introduce temporary issues. Advising a customer to avoid updates leaves their system vulnerable to exploits and can lead to further, more severe problems, rather than addressing the immediate printer malfunction. It also fails to provide any troubleshooting steps or a path to resolution.
- ✗
Ask the customer to try unplugging the printer and plugging it back in.
Why it's wrong here
While power cycling (unplugging and replugging) can resolve minor communication glitches or clear a printer's internal buffer, it's a very basic troubleshooting step that often doesn't address more complex issues like corrupted drivers, incorrect network configurations, or service malfunctions. Suggesting only this without further inquiry or a plan for deeper investigation can make the customer feel dismissed, especially if they've already tried basic steps, and delays a proper diagnosis.
- ✓
Say you will research the issue and call them back within an hour with steps.
Why this is correct
This is the most professional and effective initial response. It demonstrates a commitment to resolving the problem by taking ownership, sets a clear expectation for follow-up within a defined timeframe, and allows the technician to perform necessary research (e.g., checking known issues, driver updates, or specific error codes) before attempting a fix. This approach builds customer confidence and ensures a more informed and efficient troubleshooting process, rather than guessing or attempting immediate, potentially ineffective, actions.
- ✗
Immediately remote into their computer and start checking settings without explaining.
Why it's wrong here
Remoting into a customer's computer without prior explanation or explicit consent is a significant breach of professional etiquette and can violate privacy expectations. It can confuse and alarm the customer, making them feel a loss of control over their system. Furthermore, jumping directly to remote access without gathering initial information about the problem (e.g., error messages, recent changes) is inefficient and may lead to misdiagnosis, as the technician lacks context for effective troubleshooting.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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