A technician receives a phone call from an irate user who has experienced repeated system crashes and is frustrated by previous unsuccessful support attempts. How should the technician structure the customer service interaction from beginning to end? Place the professional communication steps in the correct sequential order.
- 1Allow the user to explain the situation fully without interruption, demonstrating active listening and empathy.
- 2Ask clarifying questions using plain, non-technical language to gather specific details about the issue.
- 3Explain the planned troubleshooting steps to the user and obtain their consent before making changes.
- 4Complete detailed notes in the ticketing system and verify user satisfaction before closing the interaction.
Answer
The correct communication sequence begins with active listening to de-escalate the user's frustration, followed by asking clarifying questions in plain language, explaining the planned actions to gain consent, and ending with ticket documentation and verifying customer satisfaction.
CompTIA best practices dictate a clear sequence for handling customer interactions: first de-escalate using active listening and empathy, then clarify the issue using plain language, set expectations by explaining planned steps and obtaining permission, and finally document the incident and confirm overall customer satisfaction.
Step-by-Step Solution
Key Concept
Professional Customer Communication and Escalation/Interaction Lifecycle