SVC-19A · Question #18
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 C. "Calm down!" D. "If I can ask some questions about the last repair and what has occurred since then, I can figure. Looking at this carefully, the stated correct answer of C and D appears to be a mistake in the answer key. Option C ("Calm down!") is widely regarded as an ineffective and escalating response - it dismisses the customer's emotions and can intensify anger, which is why it…
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"l can prove to you exactly how you are wrong about this issue."
- B"Is this really the same issue? Might it be a different issue?"
- C"Calm down!"
- D"If I can ask some questions about the last repair and what has occurred since then, I can figure
- E"Though your frustration is understandable, we are in a family-friendly environment so I am going
- F"Are you sure your children didn't do something to it?"
How the community answered
(33 responses)- A6% (2)
- B15% (5)
- C48% (16)
- E3% (1)
- F27% (9)
Explanation
Looking at this carefully, the stated correct answer of C and D appears to be a mistake in the answer key. Option C ("Calm down!") is widely regarded as an ineffective and escalating response - it dismisses the customer's emotions and can intensify anger, which is why it violates conflict resolution principles.
D and E are the more defensible correct answers:
- D is correct because asking clarifying questions about the previous repair and subsequent events is a core conflict resolution step - it demonstrates genuine interest in solving the problem, shifts focus away from blame, and gathers the information needed to help.
- E is correct because it follows the "acknowledge, then redirect" pattern: it validates the customer's frustration (empathy step) while professionally addressing the disruptive behavior (cursing) by invoking a neutral, policy-based boundary rather than a personal attack.
Why the distractors are wrong:
- A is adversarial and defensive, which violates the "never argue" principle.
- B sounds dismissive, as if deflecting responsibility rather than engaging the problem.
- C ("Calm down!") invalidates feelings and typically escalates conflict - the opposite of resolution.
- F is accusatory blame-shifting, which erodes trust.
Memory tip: Think LEAP - Listen, Empathize, Ask questions, Propose a path forward. Any response that argues, blames, or dismisses fails this test. If your exam offers "Calm down!" as correct, flag it - it contradicts standard conflict resolution doctrine.
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