Professionalism and Communication

These questions are derived from the Self Test Software Practice Test for CompTIA exam#220-603 – A+ Remote Support Technician

Objective Sequence: Professionalism and Communication
SubObjective Sequence: Use job-related professional behavior including notation of privacy, confidentiality and respect for the customer and customers’ property

 Single Answer, Multiple Choice

George, a user, has contacted you complaining that his issue has not been resolved. He has already contacted your department twice today. What should you do first?

1. Put the customer on hold.
2. Transfer the customer to a supervisor.
3. Apologize to the customer.
4. Ask the customer to explain the problem in detail.

Answer:
C. Apologize to the customer.

Tutorial:
First you should apologize to the customer. Even though you probably are not the person at fault, apologizing will help calm the customer down.

You should not put the customer on hold or transfer the customer to a supervisor. This would only further frustrate the customer.

You should not ask the customer to explain the problem in detail. This would also frustrate the customer. After apologizing, you should look up the records of the previous calls. Then you may need to put the customer on hold or transfer the customer to another area, depending on what you discover.

Reference:
The Biggest Mistakes in Crises Communications, http://www.hodu.com/crisis-management.2.shtml