Operational Procedures

Correct Answer: Inform the customer of the incident and apologize.

Transparency and honesty are essential for maintaining a good relationship with customers. If an incident occurs, take responsibility and inform the customer immediately. This builds trust and demonstrates professionalism.

Correct Answer: Explain your limitations in this area and suggest referring them to a specialist or further researching the matter.

The most professional and appropriate action is to be honest about your limitations in the area of IT security. As the question states, you are not an expert in this field. Attempting to provide advice or pretending to have expertise could lead to giving the client incorrect or potentially harmful information. The best course of action is to suggest referring the client to a specialist who has the proper knowledge and experience to address their security concerns. Alternatively, you could offer to research the matter further to try to find accurate information from reliable sources before getting back to the client. Changing the subject or telling the client not to worry about security are not responsible or professional ways to handle the situation.

Correct Answer: Implement a data backup and recovery training session for users.

Implementing a data backup and recovery training session is the best solution. It educates users on proper data management practices, emphasizing the importance of regularly backing up important emails and documents. This proactive approach helps minimize accidental data loss by ensuring users have the knowledge and skills to protect their data. Firing users for negligence is an extreme reaction that does not address the root cause or provide a constructive solution. Turning off the delete function entirely prevents users from managing their data effectively and can lead to other issues like running out of storage space. Banning users from email and document systems is also an extreme overreaction that severely hinders productivity and workflow.