Apple
SVC-19A · Question #12
SVC-19A Question #12: Real Exam Question with Answer & Explanation
The correct answer is A. Carlos should have built rapport with his customer by getting to know her as a person. He may C. Carlos should have acknowledged how important it is to have a working iPhone, especially. See the full explanation below for the reasoning.
Question
Helena dropped her iPhone 8 and shattered the display. Her technician, Carlos, aligned with her disappointment and assured her that he could get it fixed that day. She began crying and asked to speak to a manager. What should Carlos have done to keep the situation from escalating? (Choose two.)
Options
- ACarlos should have built rapport with his customer by getting to know her as a person. He may
- BNothing. The customer is just an unreasonable person. Carlos has no control over the policy, and
- CCarlos should have acknowledged how important it is to have a working iPhone, especially
- DCarlos should have brought in a manager as soon as he saw that it was accidental damage. These
- ECarlos should have let the customer know that he is not authorized to override the cost of the
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