220-1102 · Question #280
220-1102 Question #280: Real Exam Question with Answer & Explanation
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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.
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