220-1102 Question 770
Single answerDo not argue with customer and/or be defensiveA help desk technician replaced a user's laptop battery earlier in the day. The user returns visibly upset, saying, "You people broke my computer. It still shuts down randomly, and now I’m late on a project." The technician is confident the battery replacement was done correctly and suspects the issue is unrelated. What should the technician do FIRST to demonstrate proper professionalism?
- A
Explain that the technician followed procedure correctly and that the shutdown issue is probably the user's fault for ignoring earlier warning signs
- B
Remain calm, acknowledge the user's frustration, and reassure the user that the issue will be investigated
- C
Tell the user that hardware failures can happen and they should contact the laptop manufacturer instead
- D
Ask the user to lower their voice before any troubleshooting can continue
Show answer and explanation
Correct answer: B
Explanation
This question tests professional communication in a difficult customer-service scenario, a key A+ Core 2 objective. When a customer is frustrated, the technician should not argue, become defensive, or assign blame. The proper first step is to acknowledge the customer's frustration, remain calm, and communicate a willingness to help. This approach supports de-escalation and preserves trust while allowing the technician to gather facts. CompTIA A+ professionalism guidance commonly includes listening actively, avoiding defensiveness, not interrupting, and focusing on problem resolution. Escalation, redirection to a vendor, or setting firmer boundaries may be appropriate later depending on the situation, but the initial response should center on empathy and professionalism.
- A. Incorrect.
This is incorrect because it is defensive and shifts blame to the user. A+ Core 2 professionalism emphasizes avoiding arguments and not becoming defensive, even if the technician believes the original work was correct. Responding this way would likely escalate the situation and damage customer trust.
- B. Correct.
This is correct because the best first response is to stay professional, show empathy, and avoid arguing. Acknowledging the user's frustration helps de-escalate the interaction, and reassuring them that the problem will be reviewed keeps the focus on resolution rather than blame. This aligns with CompTIA A+ customer service best practices.
- C. Incorrect.
This is incorrect because it dismisses the customer too quickly and avoids ownership of the support process. Even if the technician later determines that manufacturer support is appropriate, the first step should be to listen, empathize, and assess the complaint rather than deflect responsibility.
- D. Incorrect.
This is incorrect because, although maintaining a safe and respectful environment is important, this response is too confrontational as an initial step unless the user is becoming threatening or abusive. The better first action is to de-escalate by remaining calm and acknowledging the concern.