A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

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Question:
A customer is angry and calls to complain that the service scheduled on the computer took longer than expected. The technician reviews the work order and notices that the service was performed by a new employee. How should the technician respond?

Verify that the computer is working properly now.
Listen to the complaint and then apologize for any inconvenience caused by the lengthy service on the computer.
Explain that the repair technician sent to perform the service is inexperienced.
Put the customer on hold until a supervisor is available.

Explanation: When dealing with an angry customer, listen and without interrupting let the customer explain the problem. Show sympathy. Apologize for the problem and its inconvenience.

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