Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with.
What advice can you give Lane for dealing with this difficult client? (Select all that apply.)
A) Just ignore her and get to work on the computer.
B) Try not to argue with her or be defensive.
C) When talking with her, use clarifying statements to show her you understand the problem.
D) Don't dismiss what she says the problem might be.

Question

Lane is very nervous about going to visit the person on his help desk ticket. There are several notes from senior technicians about the client, and most of the notes are about how difficult she is to deal with. ​
What advice can you give Lane for dealing with this difficult client? (Select all that apply.)
A) Just ignore her and get to work on the computer.
B) Try not to argue with her or be defensive.
C) When talking with her, use clarifying statements to show her you understand the problem.
D) Don't dismiss what she says the problem might be.

Quizplus · Accepted Answer

Lane should avoid being defensive, use clarifying statements to show understanding, and not dismiss the client's input to effectively manage the situation.

Lane Is Very Nervous About Going to Visit the Person