220-1102 · Question #280
A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the…
The correct answer is B. Apologize to the customer and escalate the issue to a manager. Apologizing to the customer and escalating the issue to a manager is the best course of action for the support center representative to take. This shows empathy and professionalism and allows the manager to handle the situation and provide the appropriate service or resolution…
Question
A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?
Options
- AInform the customer that the issue is not within the scope of this department.
- BApologize to the customer and escalate the issue to a manager.
- CAsk the customer to explain the issue and then try to fix it independently.
- DRespond that the issue is something the customer should be able to fix.
How the community answered
(49 responses)- A14% (7)
- B78% (38)
- C6% (3)
- D2% (1)
Explanation
Apologizing to the customer and escalating the issue to a manager is the best course of action for the support center representative to take. This shows empathy and professionalism and allows the manager to handle the situation and provide the appropriate service or resolution for the
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