Joe, an irate customer, calls the help desk and informs the technician that no one has fixed his
problem. The technician looks up the request in the system and finds that the issue is a warranty
claim for accidental damage that is not covered by the company. Which of the following would be
the BEST approach to resolve Joe’s concerns?
A.
Tell Joe that the warranty company has already decided not to fix his computer due to the notes
in the system.
B.
Immediately escalate Joe to the company’s department manager.
C.
Tell Joe that he does not have an accidental damage warranty and end the call politely.
D.
Listen politely to Joe and inform him that accidental damage is not covered by his warranty and
escalate to a manager.