A customer has contacted the help desk you work at claiming an application is not opening. After some time troubleshooting the problem the customer has accused you of wasting their time and that you don't know how to solve the issue. How should you respond?
Ask the customer to call back later
Remind the customer the issue is not your fault
Ask more questions and politely get more information from the customer to help narrow down the issue
Suggest that the issue was likely the customer's fault and request they not take their anger out on you
When dealing with angry or irritable customers you should continue to troubleshoot and work with them. The best path forward is to obtain more information, asking them for more detail and information on more symptoms. The more data you can get the more likely you are to find the solution. Never ignore the customer, argue with them or respond angrily.
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What types of questions should I ask to gather more information from the customer?
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Why is it important to remain calm and polite when dealing with irritable customers?
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What are some additional troubleshooting steps I can take when a customer is experiencing issues with an application?