220-1002 · Question #771
An IT manager receives an email from an upset. The customer has been reporting an issue with a computer virus for a weeks. The customer has already put in a support ticket for the issue and left…
The correct answer is B. Contact the customer and attempt to get more details on the issue, and then assign a technician. In IT service management, the proper response to an escalated customer complaint is to personally contact the customer, acknowledge the delay, gather additional details about the ongoing issue, and then formally assign or escalate the ticket to an available technician. This…
Question
An IT manager receives an email from an upset. The customer has been reporting an issue with a computer virus for a weeks. The customer has already put in a support ticket for the issue and left phone messages with IT support requesting an update on when the issue might be fixed, but the customer's call s has not been returned. The IT manager knows the IT staff is very busy and not purchased ignore the customer. Which of the should the do to address customer's complaint?
Options
- AContact the customer and explain the IT staff a busy. and the customer will have to wait for
- BContact the customer and attempt to get more details on the issue, and then assign a technician
- CContact the customer and attempt to fix the issue without assigning it to a technician.
- DContact the customer and recommend that the customer call the IT support desk to troubleshoot
How the community answered
(31 responses)- A6% (2)
- B87% (27)
- C3% (1)
- D3% (1)
Explanation
In IT service management, the proper response to an escalated customer complaint is to personally contact the customer, acknowledge the delay, gather additional details about the ongoing issue, and then formally assign or escalate the ticket to an available technician. This approach demonstrates accountability and prevents the customer from feeling ignored. Option A dismisses the customer. Option C bypasses proper ticket assignment and documentation. Option D redirects the customer back to the same support channel that already failed them, which would only increase frustration.
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