Exam 220-1102 topic 1 question 532 discussion

C. Wait until the customer is done speaking and offer assistance. Even though the customer is upset, it's important to listen to their concerns without interrupting. Once the customer has finished venting their frustration, the technician should apologize for the inconvenience and offer assistance. This approach shows empathy and professionalism, which can help to de-escalate the situation. Placing the customer on hold or disconnecting the call could further escalate the situation. Escalating the issue to a supervisor might be necessary if the technician is unable to resolve the issue, but it should be done as a last resort. Google Gemini

Either C or D, let me know

The most appropriate response for the technician in this situation is C. Wait until the customer is done speaking and offer assistance. It's crucial for the technician to remain calm and listen actively to the customer's concerns. Interrupting or escalating the situation further can exacerbate the customer's frustration. Once the customer has finished speaking, the technician can empathize with their situation, apologize for any inconvenience, and then proceed to address the issue effectively. If necessary, the technician can also reassure the customer that they will do their best to resolve the problem promptly.