220-1102 Question #587: Real Exam Question with Answer & Explanation

Question

A customer calls desktop support and begins yelling at a technician. The customer claims to have submitted a support ticket two hours ago and complains that the issue still has not been resolved. Which of the following describes how the technician should respond?

Options

• APlace the customer on hold until the customer calms down.
• BDisconnect the call to avoid a confrontation.
• CWait until the customer is done speaking and offer assistance.
• DEscalate the issue to a supervisor.

Explanation

When a customer is upset, the most professional and effective response is to allow them to express their frustration without interruption, then calmly and clearly offer assistance to resolve their issue. This demonstrates empathy and a commitment to service.

Common mistakes.

• A. Placing an angry customer on hold can further escalate their frustration as it may be perceived as dismissive or a delay tactic.
• B. Disconnecting the call is unprofessional and will only exacerbate the customer's anger, leading to a negative experience and unresolved issue.
• D. While escalation might be necessary eventually, the initial response should be an attempt by the current technician to understand and address the customer's concerns directly after they have finished speaking.

Concept tested. Customer service and de-escalation

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