Question

A technician is working with a customer who is being unreasonable. Which of the following skills should the technician use? (Select all that apply.)

a. Hang up.
b. Identify early that the customer is angry.
c. Do not take complaints personally.
d. Practice active listening.

Answer 1

A technician should identify early signs of customer anger, avoid taking complaints personally, and practice active listening to handle an unreasonable customer effectively.

Step-by-step explanation:

When a technician is working with an unreasonable customer, they should utilize specific skills to handle the situation professionally. It is not appropriate to hang up on the customer; instead, they should:

• Identify early that the customer is angry to adjust their approach promptly.
• Do not take complaints personally; understand that the frustration is usually about the situation, not the individual.
• Practice active listening to comprehend the customer's concerns fully and respond effectively.

By choosing words carefully to avoid further inflaming the situation, remaining calm, and focusing on problem-solving rather than placing blame, technicians can often de-escalate a difficult interaction. Asking open-ended questions and restating what the customer says can affirm that they are being heard and help avoid misunderstandings, leading to more effective resolution of the conflict. If the situation does not improve, it may be necessary to involve a supervisor or HR department.