What approach should a technician take when receiving a call from a stressed customer?

What approach should a technician take when receiving a call from a stressed customer?

• Ask the customer to telephone back when the customer is feeling less stressed.
• Ask the customer to hold, and then wait five minutes for the customer to calm down.
• Try to establish a rapport with the customer.
• Transfer the customer to a level-two technician who will ask the customer to explain the problem again.

Explanation: Customers who have computer problems probably feel stressed. A technician should establish a good rapport with a customer, which might allow the customer to relax a little bit. A relaxed customer might provide more information that will help in troubleshooting the problem.

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