Operational ProceduresCâu 90 / 100
When a customer becomes upset during a support interaction, which professional communication practice is most appropriate?
a.Listen actively, stay calm, and avoid arguing or being defensive
b.Interrupt and raise your voice
c.Blame the customer
d.Walk away without explanation
Giải thích
Active listening, staying calm, and not arguing help de-escalate tension and maintain professionalism. Interrupting, blaming, or abandoning the customer damages trust and violates good conduct standards.
Luyện miễn phí toàn bộ 100 câu hỏi — không cần đăng ký.
Câu hỏi liên quan cùng chủ đề
- Which environmental control helps protect data-center equipment from damage caused by static electricity and overheating?
- What is a key reason to use a change board or approval step rather than letting any technician change production systems freely?
- Which basic scripting construct repeats a block of instructions until a condition is met, and is fundamental to automation?
- Which purpose does a 'bill of materials' (BOM) or asset inventory serve in IT operations?
- Under change management, why should a change include a documented 'end-user acceptance' or verification step after implementation?
- Which environmental and safety consideration applies when using compressed air to clean dust from a computer?
Cập nhật gần nhất: · quy trình kiểm tra
Đội Ngũ Biên Tập PrepPass · Đối chiếu với CompTIA A+ Core 2 (220-1102) · Quy trình kiểm tra