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SVC-19A · Question #19
SVC-19A Question #19: Real Exam Question with Answer & Explanation
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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. Which of the five conflict resolution steps is missing in the following response to Hannah? {Calmly} "Your shouting is very distracting and I want to focus on helping you. If you explain your issue more quietly I will do my best to find a resolution."
Options
- ATry to find a way to say "You're right."
- BTry to find a way to show sympathy and correct the customer.
- CDescribe how the customer is incorrect about the specific issue.
- DPropose an approach that refocuses the discussion.
- EStay calm.
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