A customer has an outage that requires sending a technician to solve it. You know the process will involve adding the customer to the queue and won't be solved today. What do you do?
A. Explain the situation and let the customer know they will have a technician as soon as possible.
B. After explaining the situation, discuss short-term options the customer can do in the meantime while they wait for the technician.
C. Tell the customer the fastest appointment time you can get and that unfortunately there are no other options.
Answer (2)
To assist a customer experiencing an outage, clearly explain the situation and inform them that a technician can be scheduled, but the issue will not be resolved immediately. Discuss short-term options they can try while waiting, and provide the soonest available appointment. Transparency about the situation helps maintain customer trust. ;
In the case of an outage, clearly explain to the customer that they will be added to a queue for a technician, discuss interim solutions they can try while waiting, and inform them of the earliest appointment available. This approach keeps the customer informed and shows empathy for their situation. The best option is to combine explanation with short-term options, so the chosen multiple choice is B.
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