220-1102 Question 775
Single answerSet and meet expectations/timeline and communicate status with the customerA user brings a company laptop to the help desk at 3:00 p.m. and says they need it for a client presentation at 9:00 a.m. the next day. The laptop is failing to boot after a recent update, and initial troubleshooting shows the repair may take several hours and might require reimaging if system recovery fails. The user is anxious and asks, "Can you have it ready tonight?" What is the BEST response by the technician?
- A
Promise the laptop will be ready by the end of the day to reassure the user, then try to finish as quickly as possible.
- B
Explain the likely repair steps, provide a realistic estimated timeline with uncertainty noted, offer a loaner or alternative if available, and update the user as diagnostics progress.
- C
Tell the user there is no way to know anything until all troubleshooting is complete, and ask them to check back tomorrow morning.
- D
Start working on the laptop immediately without discussing timing so the technician can avoid committing to something too early.
Show answer and explanation
Correct answer: B
Explanation
The best answer is to communicate clearly, set a realistic timeline, avoid guarantees when uncertainty exists, and provide status updates and alternatives. In A+ Core 2 customer service scenarios, technicians are expected to manage expectations professionally by explaining the issue, outlining next steps, documenting estimated completion time, and notifying the customer of changes. If the device may not be ready in time, offering a loaner system or other workaround helps the user meet business needs. This reflects common IT support best practices: underpromise and overdeliver, document status, and keep the customer informed throughout the ticket lifecycle.
- A. Incorrect.
This is incorrect because it sets an expectation the technician cannot guarantee. In customer service and incident handling, overpromising creates dissatisfaction if the repair takes longer than expected. A common mistake is thinking reassurance is more important than accuracy, but realistic expectations are better than an optimistic guess.
- B. Correct.
This is correct because it combines clear communication, expectation setting, and customer-focused alternatives. The technician acknowledges urgency, explains the process, gives an estimated timeline instead of a guarantee, notes that the timeline could change depending on recovery results, and offers a workaround such as a loaner device. This approach aligns with best practices for managing customer expectations and keeping the customer informed.
- C. Incorrect.
This is incorrect because while it avoids making an inaccurate promise, it fails to communicate useful status or next steps. The customer needs actionable information to plan for the presentation. Good support practice includes providing the current status, expected milestones, and possible alternatives rather than withholding all timing information.
- D. Incorrect.
This is incorrect because failing to discuss timing leaves the customer without expectations and can lead to frustration or escalation. Even when the final completion time is unknown, the technician should communicate what is known, what the next steps are, and when the customer will receive an update.