CompTIA A+ Core 2 (220-1102) — Question 657

A customer calls a service support center and begins yelling at a technician about a feature for a product that is not working to the customer's satisfaction. This feature is not supported by the service support center and requires a field technician to troubleshoot. The customer continues to demand service. Which of the following is the BEST course of action for the support center representative to take?

Answer options

• A. Inform the customer that the issue is not within the scope of this department.
• B. Apologize to the customer and escalate the issue to a manager.
• C. Ask the customer to explain the issue and then try to fix it independently.
• D. Respond that the issue is something the customer should be able to fix.

Correct answer: B

Explanation

The best course of action is to escalate the issue to a manager, as indicated in option B. This shows empathy towards the customer's frustration while ensuring that the matter is handled by someone who can provide the appropriate support. The other options either dismiss the customer's needs or do not offer a viable solution, which could further escalate the situation.