After responding immediately to a dispatch, a technician arrives to resolve the customer’s issue.
The customer appears to be angry that they have waited so long for a response. Which of the
following is the BEST course of action for the technician to take?
A.
Inform the manager of the customer’s behavior and then focus on completing the task in an
expedited manner.
B.
Empathize with the customer’s urgency and inform them that the current service level
agreement allows for an eight hour response time.
C.
Empathize with the customer and focus on completing the task in an expedited manner. Upon
closure, document the situation and inform the manager.
D.
Contact dispatch immediately and request to speak to a manager to determine the breakdown
in the response time.