Select the best response to the following customer statement: "My iPhone sparked when I tried to sync it."

Question

Options

• ASounds like you have a damaged sync cable. If the cable is damaged sparking can happen.
• BI want to make sure we get a complete history of this issue. May I ask some specific
• CAre you sure you know how to sync an iPhone to a computer properly?
• DAll electronics can make sparks, you must be experiencing static electricity.

• A
  10% (2)
• B
  80% (16)
• C
  5% (1)
• D
  5% (1)

Explanation

Option B is correct because it prioritizes information gathering before drawing conclusions - a fundamental principle in customer service and technical support. When a customer reports a safety concern like sparking, the representative must ask clarifying questions to understand the full scope of the issue before diagnosing or resolving it.

Why the distractors are wrong:

• A jumps to a diagnosis (damaged cable) without asking any questions, which could be wrong and may miss a more serious safety hazard.
• C is dismissive and condescending, implying user error before any investigation - never appropriate with a safety complaint.
• D minimizes and invalidates the customer's concern with a false generalization; iPhones should not spark under normal use.

Memory tip: When a customer reports a safety issue, think "Gather first, guess never." Option B is the only choice that gathers information, making it the only professionally sound response.

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