220-1102 Question 761
Single answerActively listen and avoid interrupting the customerA help desk technician receives a call from a frustrated user who says, "My laptop keeps disconnecting during client presentations, and I already missed part of one meeting because IT never listens." The technician recognizes the user is upset and wants to follow professional communication best practices while gathering accurate information. Which action should the technician take FIRST?
- A
Allow the user to fully describe the issue without interrupting, acknowledge the frustration, and then ask clarifying questions
- B
Immediately walk the user through reconnecting to Wi-Fi so the current problem is solved as quickly as possible
- C
Explain that disconnects are usually caused by user error and ask whether the user moved too far from the access point
- D
Place the user on hold to review past tickets before continuing the conversation
Show answer and explanation
Correct answer: A
Explanation
The best first action is to actively listen and avoid interrupting the customer. CompTIA A+ Core 2 emphasizes professionalism, empathy, and proper communication during support interactions. In real-world service desk environments, technicians should allow users to explain the issue, acknowledge concerns, and then gather details through clarifying questions. This approach improves customer satisfaction and also supports more accurate troubleshooting because technicians collect complete context before proposing solutions. Common service desk best practices align with this approach: listen first, do not make assumptions, do not blame the user, and maintain professionalism throughout the interaction.
- A. Correct.
This is the correct answer. In A+ Core 2 customer service best practices, the technician should actively listen, avoid interrupting, and acknowledge the customer's concern before moving into troubleshooting. Letting the user explain the full situation often reveals important details, reduces tension, and builds trust. After listening, the technician can ask focused follow-up questions to diagnose the issue accurately.
- B. Incorrect.
This is incorrect. Jumping straight into troubleshooting may seem efficient, but it skips the critical first step of understanding the full problem and can make the user feel ignored. The issue may involve more than basic Wi-Fi reconnection, such as a recurring hardware, driver, roaming, or conference-room-specific problem. Failing to listen first can lead to incomplete diagnosis.
- C. Incorrect.
This is incorrect. Blaming the user or suggesting user error early in the conversation is unprofessional and escalates frustration. It also violates good customer service practices by showing poor empathy and making assumptions before facts are gathered. A technician should remain neutral, professional, and supportive.
- D. Incorrect.
This is incorrect. Reviewing ticket history can be useful, but placing an already frustrated customer on hold before hearing them out is not the best first step. The technician should first actively listen and acknowledge the problem. After understanding the issue, the technician can review prior records if needed without appearing dismissive.