CompTIA A+ Core 2 (220-1102) — Question 448

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?

Answer options

• 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.

Correct answer: C

Explanation

The correct answer is C because escalating the issue allows for additional support to address the customer's concerns effectively. Options A and B do not actively resolve the situation, with A potentially aggravating the customer and B failing to engage with their concerns. Option D, while empathetic, may not provide the immediate assistance needed if the technician is unable to resolve the issue themselves.