A support desk technician is dealing with an angry customer. Which two approaches should the technician take in dealing with the customer? (Choose two.)

  • Ask socially related questions to direct the customer away from the problem.
  • Work to redirect the conversation to solving the problem.
  • Immediately transfer the customer to a higher level technician.
  • Reply to the customer with the same level of anger.
  • Let the customer explain the problem without interrupting.
Explanation & Hint:

Angry customers should be allowed to explain the problem, then be redirected to discussing how the problem can be solved. Transferring the customer, replying in a rude tone, and asking unrelated questions will usually increase, not ease, the anger being expressed by the customer.

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