Question

Derek is working at the help desk when he receives a call from a client about an issue with the company’s email. The customer is very upset about the email issue. He is complaining about the email service and the IT department in general. What should Derek do to defuse the situation?

Answer 1

Answer:

Let the customer vent and then restart the conversation

Explanation:

It is best for Derek in this situation allow the customer say everything on his or her mind about the problems at hand. This will help Derek identify and understand the problems and fix them accordingly. However, he'd need to start the world all over again to achieve this.

Cheers