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?
In a situation where there is a dispute between the technician and the customer, the technician should address the customer's concerns directly and empathetically. Apologizing and asking what would help resolve the issue acknowledges the customer's frustration and opens the door for constructive communication. This approach helps to de-escalate the situation and shows a willingness to find a satisfactory resolution, which can improve customer relations.
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.
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.