CompTIA
JK0-801 · Question #707
After responding immediately to a dispatch, a technician arrives to resolve the customer's issue. The customer appears to be angry that they have waited so long for a response. Which of the…
The correct answer is C. Empathize with the customer and focus on completing the task in an expedited manner. Upon closure. Empathize with the customer and focus on completing the task in an expedited manner. Upon closure, document the situation and inform the manager.
Hardware and network troubleshooting
Question
After responding immediately to a dispatch, a technician arrives to resolve the customer's issue. The customer appears to be angry that they have waited so long for a response. Which of the following is the BEST course of action for the technician to take?
Options
- AInform the manager of the customer's behavior and then focus on completing the task in an expedited
- BEmpathize with the customer's urgency and inform them that the current service level agreement
- CEmpathize with the customer and focus on completing the task in an expedited manner. Upon closure,
- DContact dispatch immediately and request to speak to a manager to determine the breakdown in the
How the community answered
(18 responses)- A6% (1)
- C78% (14)
- D17% (3)
Explanation
Empathize with the customer and focus on completing the task in an expedited manner. Upon closure, document the situation and inform the manager.
Topics
#customer service#professional communication#angry customer#service call etiquette
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