220-1102 · Question #587
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…
The correct answer is C. Wait until the customer is done speaking and offer assistance. 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.
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.
How the community answered
(29 responses)- A3% (1)
- B10% (3)
- C83% (24)
- D3% (1)
Why each option
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.
Placing an angry customer on hold can further escalate their frustration as it may be perceived as dismissive or a delay tactic.
Disconnecting the call is unprofessional and will only exacerbate the customer's anger, leading to a negative experience and unresolved issue.
The best approach when dealing with an angry customer is to practice active listening, allow them to vent their frustrations completely without interruption, and then respond calmly and professionally by offering assistance to resolve their issue. This de-escalates the situation and shifts the focus back to problem-solving.
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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