Exam 220-1102 topic 1 question 495 discussion

Actual exam question from CompTIA's 220-1102

Question #: 495
Topic #: 1

A technician is on site dealing with an angry customer. The customer thinks the issues have not been addressed, while the technician thinks that the issue has been correctly resolved. Which of the following should the technician do to best handle the situation?

A. Insist that the customer is correct and document the concern.
B. Listen to the customer and do not speak at all.
C. Escalate the issue to the next tier.
D. Apologize and ask what would help resolve the issue.

Show Suggested Answer

Suggested Answer: D 🗳️

by Duke_CT at May 13, 2024, 3:59 a.m.

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2ba1468

7 months, 1 week ago

Selected Answer: D

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.

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a87d6a4

10 months, 2 weeks ago

Selected Answer: D

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.

upvoted 2 times

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Naqeeb1

10 months, 4 weeks ago

The answer is D, that makes more sense.

upvoted 2 times

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WEREFOX

11 months, 3 weeks ago

Selected Answer: C

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.

upvoted 2 times

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MikeJones710

1 year ago

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"

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Duke_CT

1 year, 1 month ago

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.

upvoted 3 times

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