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220-1202 · Question #294
220-1202 Question #294: Real Exam Question with Answer & Explanation
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Submitted by noor.lb· Mar 30, 2026Operational Procedures
Question
A support technician receives a call from an upset customer. The customer continually and loudly interrupts the technician before the technician can ask clarifying questions or confirm details. Which of the following actions should the support technician take to handle the situation effectively and professionally? (Choose two).
Options
- AUse active listening skills to ensure the customer feels heard and understood.
- BOffer immediate compensation for their troubles without checking policies.
- CApologize for the inconvenience without understanding the issue.
- DConfront the customer about their tone and insist on a civil conversation.
- EMaintain a calm and empathetic tone throughout the conversation.
- FTransfer the call to a manager without addressing the customer's concerns.
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Topics
#Customer interaction#Difficult customer handling#Active listening#Professional communication