Exam 220-1102 topic 1 question 495 discussion

The answer is D, you got to think about customer service. When dealing with a customer you always start with an apology and explain yourself. Even if you’re not wrong, it’s just to show a good customer service and that’s literally with Any job that deals with customer service. After option D then comes Option C.

The best approach for the technician in this situation is D. Apologize and ask what would help resolve the issue. This response shows empathy and a willingness to understand the customer’s perspective, which can help de-escalate the situation and find a satisfactory resolution.

The answer is D, that makes more sense.

C. Escalate the issue to the next tier. Be polite, document well & escalate. I have had customers ask for services beyond the scope of their tickets. Management can step in to handle it.

I had this exact question today. Where in the study guide does it say apologize? I searched for it and couldn't even find the word tier. There is no help for the "angry customer"

In this situation, the technician should choose option D: Apologize and ask what would help resolve the issue. This approach demonstrates empathy towards the customer's frustration and opens up a dialogue to better understand their perspective. By acknowledging the customer's concerns and actively seeking a solution, the technician can work towards resolving the issue effectively.