CompTIA A+ Core 2 (220-1202)Operational ProceduresHard
During a service call, a frustrated customer raises their voice and blames the technician for a recurring issue that was never actually resolved by a previous technician. Which response demonstrates the BEST professional communication technique?
- APolitely interrupt to correct the customer's technical misunderstanding immediately
- BExplain that the previous technician was at fault and apologize on their behalf
- CActively listen without interrupting, acknowledge their frustration, and then focus on resolving the issue
- DSuggest the customer file a formal complaint against the previous technician before continuing
Show answer & explanationAnswer & explanation
Correct answer: C. Actively listen without interrupting, acknowledge their frustration, and then focus on resolving the issue
Best practices for professional communication include using active listening, avoiding interruptions, and not blaming other technicians, while acknowledging the customer's frustration and redirecting focus toward resolving the actual problem.
Why the other options are wrong
- A. Interrupting the customer, even to correct them, is a poor communication technique.
- B. Placing blame on a coworker is unprofessional and violates workplace conduct standards.
- D. Directing the customer to file a complaint distracts from resolving the current issue and is not the technician's role.
Professionalism and Communication
Best practices for technician-customer interactions, including active listening, avoiding interruptions, not blaming coworkers, and maintaining a positive, solution-focused tone.
- Avoid interrupting customers
- Never blame other technicians or departments to a customer
- Acknowledge frustration before moving to problem-solving
Memory trick: Listen First, Blame Never, Solve Always.