Ask the customer to complete the explanation as quickly as possible because apossible solution is known.When dealing with an angry customer, which two things can a technician do to resolvethe problem? (Choose two.)Place the customer on hold to allow the customer time to become calmer.
Allow the customer to explain the problem, possibly dispelling some of theanger.
Discuss possible causes of the problem.
Sympathize with the customer's problem.
Try to minimize the significance of the problem.What are three guidelines for beginning a call with a customer? (Choose three.)Explain the SLA terms and conditions.
Determine the level of knowledge that the customer possesses aboutcomputers
.Place angry customers on hold immediately.Immediately transfer angry customers to a manager.
Use brief communication to establish a one-to-one connection with thecustomer.Call the customer by name.
What is the recommended way to place customers on hold?Place customers on hold as soon as the issue is identified. The on-hold messagewill inform customers that they have been placed on hold.As soon as the issue has been identified, tell customers that you need to put themon hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold
.Do not place customers on hold. Ask them to call back in an hour when the issuewould have been researched and a solution found.