An upset customer, Anne, calls in to a repair center to report that her new computer is not working. Anne berates the technician and insists someone repair her computer as soon as possible. The…

Question

Options

• AMaintain a positive attitude
• BRecommend Anne use another repair center
• CPlace Anne on hold to allow her to calm down
• DFollow up with Anne at a later date to verify satisfaction
• EOffer different repair options if possible
• FListen and do not interrupt the customer

• A
  83% (29)
• C
  6% (2)
• D
  9% (3)
• F
  3% (1)

Explanation

CompTIA A+ professional behavior stresses staying calm and constructive when dealing with difficult customers. Maintaining a positive attitude (A) prevents the situation from escalating and keeps the interaction professional. Offering different repair options (E) is proactive - it gives the customer a sense of control and moves toward resolution. Placing her on hold (C) without permission would likely escalate her frustration, recommending another repair center (B) is dismissive, and while following up (D) and listening (F) are good practices, the two answers that most directly address de-escalation AND solution-finding are A and E.

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