220-1102 Question 771
Single answerAvoid dismissing customer issuesA user calls the help desk and says their laptop "keeps freezing during important client meetings." You remotely connect and cannot reproduce the issue immediately. The user sounds frustrated and says they have reported similar problems before. Which action should the technician take FIRST to follow proper professionalism and customer service practices?
- A
Tell the user the issue cannot be verified and ask them to call back when it happens again
- B
Acknowledge the user's frustration, ask clarifying questions about when the freezes occur, and document the symptoms before continuing troubleshooting
- C
Advise the user to reboot the laptop daily because intermittent problems are usually caused by user error
- D
Escalate the ticket immediately to a manager because the user mentioned previous reports
Show answer and explanation
Correct answer: B
Explanation
The best answer is to acknowledge the customer's concern, gather details, and document the problem before proceeding. In CompTIA A+ Core 2 professionalism objectives, technicians are expected to avoid dismissing customer issues, show empathy, clarify the problem, and maintain accurate documentation. Even if an intermittent issue cannot be reproduced immediately, it should still be treated as legitimate. Common support best practices include active listening, asking open and closed questions to identify symptoms and triggers, documenting prior incidents, and then continuing with structured troubleshooting or escalation if needed. This approach both supports the user and improves the chances of resolving intermittent problems effectively.
- A. Incorrect.
This is incorrect because it dismisses the customer's concern simply because the problem is not immediately reproducible. A+ Core 2 professionalism emphasizes listening actively, showing empathy, and gathering information rather than minimizing the issue. Telling the user to call back later can increase frustration and delay resolution.
- B. Correct.
This is correct because the technician is avoiding dismissing the customer's issue while also beginning a proper troubleshooting process. Acknowledging frustration demonstrates professionalism, and asking targeted questions about timing, triggers, recent changes, and frequency helps collect useful evidence. Documenting the symptoms is also a standard best practice for ticket handling and continuity.
- C. Incorrect.
This is incorrect because it blames the user without evidence and does not address the reported business impact. Suggesting a reboot may sometimes be part of troubleshooting, but framing the issue as user error is unprofessional and dismissive. The first step should be to listen, clarify, and document before proposing causes.
- D. Incorrect.
This is incorrect because escalation is not the first step solely because the user is upset or has reported the issue before. The technician should first validate the concern, gather details, and perform appropriate initial troubleshooting unless company policy or the severity of the outage requires immediate escalation.