A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?

A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?

• The technician occasionally confirmed an understanding of the problem.
• The customer was escalated to a level-two technician.
• The technician ended the call without saying ‘Have a nice day’.
• The technician interrupted a number of times to ask questions.

Explanation: When talking with a customer, a technician should allow the customer to tell the whole story. The technician should not interrupt the customer, behavior that can be perceived as rude and disrespectful and may create tension between the customer and the technician.

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