220-1202 · Question #294
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…
The correct answer is A. Use active listening skills to ensure the customer feels heard and understood. E. Maintain a calm and empathetic tone throughout the conversation. Active listening helps de-escalate the situation by allowing the customer to feel heard and understood, even when they are upset. Maintaining a calm and empathetic tone demonstrates professionalism and helps reduce tension, making it easier to guide the conversation toward…
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.
How the community answered
(67 responses)- A76% (51)
- B12% (8)
- C3% (2)
- D1% (1)
- F7% (5)
Explanation
Active listening helps de-escalate the situation by allowing the customer to feel heard and understood, even when they are upset. Maintaining a calm and empathetic tone demonstrates professionalism and helps reduce tension, making it easier to guide the conversation toward resolving the issue.
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