220-1102 Question 754
Single answer4.7 Given a scenario, use proper communication techniques and professionalism.A technician is dispatched to help a frustrated executive whose laptop cannot connect to the company's VPN before an important client presentation. The executive says, "IT always breaks things. Just fix it now." Which action should the technician take FIRST to demonstrate proper communication techniques and professionalism while beginning the support process?
- A
Calmly acknowledge the user's frustration, avoid arguing, and ask concise questions to gather the symptoms before troubleshooting
- B
Explain that the VPN issue is probably caused by the executive not following IT instructions and then begin diagnostics
- C
Immediately take the laptop without further discussion so the executive cannot interfere with the repair process
- D
Tell the executive that VPN problems are common and ask them to submit a ticket after the presentation
Show answer and explanation
Correct answer: A
Explanation
The best first response is to remain professional under stress: acknowledge the user's frustration, avoid taking comments personally, and ask focused questions to identify the issue. In CompTIA A+ Core 2 objective 4.7, key communication practices include using a respectful tone, avoiding jargon or blame, actively listening, and setting clear expectations. In a high-pressure business scenario, professionalism is demonstrated not only by technical skill but also by de-escalating the interaction and gathering enough information to troubleshoot efficiently. This aligns with standard service desk best practices such as empathy, fact-finding, and maintaining a calm, customer-focused approach.
- A. Correct.
Correct. A+ Core 2 emphasizes professionalism, active listening, empathy, and avoiding confrontation. A technician should acknowledge the user's concern, remain calm, and gather relevant information before proceeding. This helps de-escalate the interaction and supports an effective troubleshooting process.
- B. Incorrect.
Incorrect. Blaming the user is unprofessional and escalates tension. Even if user error is suspected, the technician should avoid accusatory language and focus on resolving the issue. This option reflects a common mistake of becoming defensive when a user is upset.
- C. Incorrect.
Incorrect. Although the technician may need physical access to the device, taking it without communication is not good customer service. Proper professionalism includes explaining the process, setting expectations, and engaging respectfully with the user rather than shutting them out.
- D. Incorrect.
Incorrect. This dismisses the urgency of the user's business need and does not address the immediate problem. Proper communication includes prioritizing appropriately, showing empathy, and attempting to assist within support procedures rather than deferring the issue without help.