CompTIA A+ Core 2 (220-1102) — Question 459

A customer calls desktop support and begins yelling at a technician. The customer claims to have submitted a support ticket two hours ago and complains that the issue still has not been resolved. Which of the following describes how the technician should respond?

Answer options

• A. Place the customer on hold until the customer calms down.
• B. Disconnect the call to avoid a confrontation.
• C. Wait until the customer is done speaking and offer assistance.
• D. Escalate the issue to a supervisor.

Correct answer: C

Explanation

The correct answer is C because allowing the customer to express their frustrations shows empathy and understanding, which can help de-escalate the situation. Options A and B are dismissive and could exacerbate the customer's anger, while D may not be necessary if the technician can resolve the issue directly.