220-1102 Question 764
Single answerBe on time (if late, contact the customer)A field service technician is scheduled to arrive at a customer's office at 10:00 a.m. to replace a failed SSD in an executive's laptop. At 9:40 a.m., the technician is delayed by a highway accident and the navigation app now shows an arrival time of 10:25 a.m. What should the technician do FIRST to follow professional communication and customer service best practices?
- A
Continue driving and wait until arriving onsite to explain the delay in person
- B
Contact the customer as soon as possible, explain the delay, provide the updated arrival time, and ask whether the new time still works
- C
Call the technician's manager only and let the manager decide whether to notify the customer
- D
Cancel the appointment and reschedule it for the next available day to avoid disrupting the customer's schedule
Show answer and explanation
Correct answer: B
Explanation
This question tests practical application of professionalism in a real service scenario. In A+ Core 2 customer service and communication objectives, technicians are expected to manage customer interactions professionally, including arriving on time and communicating promptly when delays occur. The best practice is to contact the customer immediately, explain the situation briefly, provide a realistic updated arrival time, and confirm whether the customer wants to proceed with the revised schedule. This approach supports transparency, respects the customer's time, and helps maintain trust. Many organizational service desk procedures and field service standards also emphasize proactive status updates when appointments are impacted.
- A. Incorrect.
This is incorrect because waiting until arrival does not respect the customer's time. A key customer service expectation is punctuality, and if a delay is unavoidable, the customer should be informed promptly so they can adjust their schedule. Delaying communication can increase frustration, especially when the appointment involves an executive device and a time-sensitive repair.
- B. Correct.
This is correct because proactively notifying the customer is the most professional first step when running late. It demonstrates respect, sets expectations, and gives the customer the opportunity to confirm, adjust, or reschedule the appointment. This aligns with standard A+ Core 2 professionalism guidance: be on time, and if late, contact the customer.
- C. Incorrect.
This is incorrect because while internal notification may be appropriate depending on company policy, contacting only the manager does not address the customer's immediate need for updated information. The customer's appointment is affected directly, so the customer should be informed as soon as the technician knows there will be a delay.
- D. Incorrect.
This is incorrect because the technician should not cancel unilaterally if the delay is only 25 minutes. Best practice is to communicate the delay and confirm whether the revised time is acceptable. Automatically rescheduling may create more inconvenience than the short delay itself.