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CompTIA

220-801 · Question #396

Which of the following would be the BEST response a technician should give a customer who inquires about how long it will take to repair their PC?

The correct answer is C. Based on the technician's assessment, give the customer an estimated time of completion. A technician should provide a customer with an estimated time of completion based on a professional assessment of the repair, setting clear and realistic expectations.

Hardware and network troubleshooting

Question

Which of the following would be the BEST response a technician should give a customer who inquires about how long it will take to repair their PC?

Options

  • AThe technician should ask the customer when they would like the computer to be completed.
  • BInform the customer that others will be helped first, but they will complete the repair as soon as possible.
  • CBased on the technician's assessment, give the customer an estimated time of completion.
  • DAsk the customer to check in with the technician daily, until all work is completed.

How the community answered

(25 responses)
  • B
    4% (1)
  • C
    92% (23)
  • D
    4% (1)

Why each option

A technician should provide a customer with an estimated time of completion based on a professional assessment of the repair, setting clear and realistic expectations.

AThe technician should ask the customer when they would like the computer to be completed.

Asking the customer when they want it done shifts the responsibility to the customer rather than providing expert guidance, which is unhelpful.

BInform the customer that others will be helped first, but they will complete the repair as soon as possible.

Telling the customer others come first is dismissive and unprofessional, and does not give the customer the actionable timeline information they requested.

CBased on the technician's assessment, give the customer an estimated time of completion.Correct

Giving an estimate grounded in the technician's own assessment of the problem is professional and respectful of the customer's time. It demonstrates technical competence, sets accurate expectations, and builds customer trust without making promises or deflecting responsibility.

DAsk the customer to check in with the technician daily, until all work is completed.

Asking the customer to check in daily is inefficient, places an unnecessary burden on the customer, and is not a professional approach to managing expectations.

Concept tested: Professional customer communication and expectation setting

Source: https://www.comptia.org/certifications/a

Topics

#customer service#time estimation#professionalism#communication

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