A customer calls, complaining their laptop won’t start.
What should you say?
“I’m sorry. You may need to replace your battery.”
“That must be frustrating. What have you tried so far?”
“Not a problem! I can fix this for you in no time.”
The Correct Answer and Explanation is :
The correct answer is:
“That must be frustrating. What have you tried so far?”
Explanation:
When handling a customer service call, particularly for a technical issue like a laptop not starting, the key is to approach the situation with empathy, patience, and a problem-solving attitude. This response opens up the conversation and allows the customer to explain their situation more fully. By asking what the customer has already tried, you can avoid suggesting steps they’ve already attempted, saving time and frustration. It also shows that you’re engaged and genuinely concerned about resolving their issue.
Here’s why the other options are less ideal:
- “I’m sorry. You may need to replace your battery.”
- While offering a potential solution is good, this response jumps to a conclusion too quickly. The laptop not starting could be due to several reasons (not just a battery issue), such as power settings, software problems, or hardware failures. Without understanding the full context of the issue, suggesting a battery replacement could lead to unnecessary frustration if it turns out to be something else. It’s important to gather information first.
- “Not a problem! I can fix this for you in no time.”
- This statement is overly confident and might not be realistic. It gives the customer the impression that the issue will be resolved quickly, which may not always be the case. Some technical issues require thorough troubleshooting, and providing such a response can lead to customer disappointment if the issue takes longer than expected to resolve.
In contrast, asking “What have you tried so far?” keeps the conversation open, informative, and collaborative, allowing you to identify the root cause and guide the customer effectively toward a solution.