A user reports several technicians have been unable to solve a problem and requests that the technician on the phone comes out to fix the problem because the
user is unable to work. After the technician has effectively communicated a willingness to help, which of the following is the NEXT step?

A.
Allow the user to speak with a supervisor.

B.
Identify the problem.

C.
Establish a theory.

D.
Immediately go to the user’s office.