220-1102 · Question #550
220-1102 Question #550: Real Exam Question with Answer & Explanation
The correct answer is D: Apologize and ask what would help resolve the issue.. When dealing with an angry customer, active listening and empathy are crucial. Even if the technician believes the issue has been resolved, the customer's concerns must be acknowledged Apologizing and asking what would help resolve the issue demonstrates empathy and professionali
Question
A technician is on site dealing with an angry customer. The customer thinks the issues have not been addressed, while the technician thinks that the issue has been correctly resolved. Which of the following should the technician do to best handle the situation?
Options
- AInsist that the customer is correct and document the concern.
- BListen to the customer and do not speak at all.
- CEscalate the issue to the next tier.
- DApologize and ask what would help resolve the issue.
Explanation
When dealing with an angry customer, active listening and empathy are crucial. Even if the technician believes the issue has been resolved, the customer's concerns must be acknowledged Apologizing and asking what would help resolve the issue demonstrates empathy and professionalism. It helps defuse the situation and allows for an opportunity to find a mutually acceptable solution.
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