CompTIA A+ Remote Technician Quiz #46

[ramesh]

You are on the phone with a customer that is irate about a computer system they recently purchased from your employer. After installing a screensaver program that was advertising in a pop up, his computer's performance is severely degraded. The customer is yelling profanities and calling you and your company terrible names. What should be done in this situation? Choose the best option(s) from those listed below.

a) Let the customer know that if the behavior continues, the call will be terminated.
b) Raise your voice to an authoritative tone, and tell the customer to calm down.
c) Tell the customer you are putting him on hold until he calms down.
d) Hang up on the customer without warning, because this stress is not needed.

[Utech22]

a) Let the customer know that if the behavior continues, the call will be terminated.

[Ropy]

e) Tell the customer about his\her parts and then terminate the call.

[techdude]

e) Tell the customer about his\her parts and then terminate the call.

Somehow i like this response much better than the ones provided.

[ramesh]

Perhaps the best way to lose customers... when word of mouth spreads.

Remember your business is built on your reputation.

[ramesh]

When you are dealing with a customer it is best to maintain a positive attitude and keep a professional tone of voice. This holds true even if the customer is shouting and using profanities. In extreme cases like this one, a call may have to be terminated if the behavior does not cease. Customers are important so it is best to handle these situations with due care.

Correct Option(s):

a) Let the customer know that if the behavior continues, the call will be terminated.

Incorrect Option(s):

b) Raise your voice to an authoritative tone, and tell the customer to calm down. - When dealing with a customer that is angry, it is best to act professional even though the situation is tense. You should never aggressively raise your voice to a customer; you should maintain a positive tone of voice.
c) Tell the customer you are putting him on hold until he calms down. - You should not be condescending to a customer. This is inappropriate and unprofessional behavior. It is best to remain professional even though the situation is tense.
d) Hang up on the customer without warning, because this stress is not needed. - This is not a good demonstration of professionalism. You should try your hardest to maintain a positive attitude. Let the customer know that profanity is not tolerated and that he will be disconnected if the behavior continues.