A customer calls in because her wireless speaker keeps dropping audio. She can’t
determine the cause of the issue.
What should you say?
“I’m sorry to hear that. When did this start happening?”
“I’m sorry about that. Check your systray and tell me if your Bluetooth is
enabled.”
“That must be frustrating. Did you drop the speaker?”
“I get this problem all the time. It’s probably a broken soundcard.”
“Can you bring your computer and speaker into a store? We can troubleshoot
better there.”
The correct answer and explanation is:
The most appropriate response is:
“I’m sorry to hear that. When did this start happening?”
Explanation :
This response is empathetic and serves as an initial step in troubleshooting. When assisting a customer with a technical issue, it’s essential to start by acknowledging their frustration and gathering information about the problem. Asking “When did this start happening?” allows the support representative to understand the context and timeline of the issue, which is crucial for diagnosing and resolving it effectively.
Why this is the best option:
- Shows Empathy: Starting with “I’m sorry to hear that” demonstrates care and understanding, helping to build rapport with the customer.
- Gathers Relevant Information: By asking when the issue started, you encourage the customer to recall events or changes that might have contributed to the problem, such as a software update, physical damage, or changes in the environment.
Why the other options are less effective:
- “I’m sorry about that. Check your systray and tell me if your Bluetooth is enabled.”
- This assumes the problem lies with Bluetooth without first confirming it. It could overwhelm the customer, especially if they are not tech-savvy.
- “That must be frustrating. Did you drop the speaker?”
- This assumes physical damage, which might not be the cause. Such a question could be perceived as accusatory or unhelpful.
- “I get this problem all the time. It’s probably a broken soundcard.”
- This is speculative and unprofessional. It dismisses the customer’s unique situation and provides a potentially inaccurate diagnosis.
- “Can you bring your computer and speaker into a store? We can troubleshoot better there.”
- This shifts the burden onto the customer prematurely, which could lead to dissatisfaction if simpler solutions were available.
Starting with an open-ended question like “When did this start happening?” ensures the customer feels heard and guides the troubleshooting process in a logical, step-by-step manner.