How should a help desk technician handle a frustrated user?

A help desk technician should remain calm, listen actively, and address the user's concerns in order to effectively handle a frustrated user. This approach is essential because it demonstrates empathy and understanding, which can help to diffuse tension. By actively listening, the technician validates the user's feelings and shows that their concerns are taken seriously, which can lead to more constructive communication.

In addressing the user's concerns, the technician can provide solutions or steps to resolve the issue, helping to restore the user's confidence and satisfaction. This technique fosters a positive relationship between the technician and the user, promoting a more collaborative atmosphere for problem-solving.

The other options, such as ignoring the user's concerns, redirecting them to online resources, or transferring the call to a supervisor immediately, do not effectively address the user's frustrations. These methods can leave the user feeling dismissed, unsupported, or more frustrated, which runs counter to the goal of providing excellent customer service.