SVC-19A · Question #17
Please refer to the following information to answer the questions on the right. Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a…
The correct answer is A. "You are right, Hannah. I can see the repair history says you picked up the computer this B. "I understand your frustrations, Hannah. I would feel the same way if my computer was having the. A and B are correct because they reflect two core steps of the 5-step conflict resolution model: acknowledging the situation with facts (A) and expressing empathy (B). Option A validates Hannah's experience by referencing the repair history, which shows active listening and…
Question
Please refer to the following information to answer the questions on the right. Hannah recently picked up her iMac after a repair. The sound from the speakers was distorted and unclear and a technician determined that a repair would resolve the issue. Once Hannah returned home with the iMac, the sound issue occurred again. Hannah has returned. She is angry and she is cursing at the technician. From the following, which are part of the 5-step conflict resolution model? (Choose two.)
Options
- A"You are right, Hannah. I can see the repair history says you picked up the computer this
- B"I understand your frustrations, Hannah. I would feel the same way if my computer was having the
- C"I feel sorry for you. You had to drive all the way back here."
- D"Are you sure your children didn't do something to it?"
- E"Is this really the same issue? Might it be a different issue?"
How the community answered
(19 responses)- A63% (12)
- C5% (1)
- D11% (2)
- E21% (4)
Explanation
A and B are correct because they reflect two core steps of the 5-step conflict resolution model: acknowledging the situation with facts (A) and expressing empathy (B). Option A validates Hannah's experience by referencing the repair history, which shows active listening and ownership of the problem. Option B uses empathetic language ("I would feel the same way") that de-escalates anger by making the customer feel heard and understood.
C is wrong because saying "I feel sorry for you" is pity, not empathy - it focuses on the inconvenience of the drive rather than genuinely connecting with Hannah's frustration over the unresolved issue. D is wrong because it is accusatory and blame-shifting, implying Hannah or her family caused the problem, which will escalate the conflict. E is wrong because it questions the validity of Hannah's complaint, which is defensive and dismissive rather than solution-focused.
Memory tip: In conflict resolution, look for responses that own the situation and mirror the customer's feelings - anything that deflects blame, minimizes the problem, or questions the customer's credibility is the wrong move.
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