CompTIA
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. Whic
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Operational Procedures
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.
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Topics
#Customer service#De-escalation#Communication skills#Technical support etiquette