A help desk technician receives a call from a user who is experiencing a recurring issue. The user complains and demands an immediate, permanent resolution. Which of the following actions should the technician take NEXT?
A. Review all existing case notes from previous calls and restate the issue.
B. Apologize for the inconvenience and then escalate the call to a supervisor.
C. Ask the user to walk through each step taken that created the issue.
D. Establish a theory of probable cause based on what the user reported.
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