220-1202 · Question #207
A junior technician is working on a customer request. The junior technician cannot complete the work and escalates the issue to a senior technician. The senior technician completes the work, but the o
The correct answer is A. Ask open-ended questions to verify understanding.. Asking open-ended questions helps clarify the customer’s actual needs and verify understanding before escalating, reducing the chance of miscommunication and incorrect outcomes.
Question
A junior technician is working on a customer request. The junior technician cannot complete the work and escalates the issue to a senior technician. The senior technician completes the work, but the outcome does not match the customer's request. Which of the following communication techniques should the junior technician have followed?
Options
- AAsk open-ended questions to verify understanding.
- BMaintain a positive attitude and project confidence.
- CAvoid dismissing the customer's issues.
- DUse proper language and avoid jargon.
How the community answered
(46 responses)- A85% (39)
- B2% (1)
- C4% (2)
- D9% (4)
Explanation
Asking open-ended questions helps clarify the customer’s actual needs and verify understanding before escalating, reducing the chance of miscommunication and incorrect outcomes.
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