Elizabeth, the eager computer design technician, is trying to help a customer decide on a sound system. The customer is angry because (1) no sound is coming out of the home computer, (2) Elizabeth continues to ask whether he wants a 2.0 or 2.1 subystem, and (3) the customer cannot remember where he placed his car keys as he was browsing components in the store. What advice would you give Elizabeth for handling this customer.
A) Apologize and help him find his keys.
B) Tell the customer that because he doesn't know the difference between 2.0 and 2.1 to get the 2.1 subsystem because it will sound better to a guy.
C) Ask the customer to bring the computer in to ensure that whatever is causing the sound issue now won't affect the upgrade.
D) Be polite but firm with the customer and tell him that his behavior is unacceptable.
E) Show empathy to the customer. Continue to ask open-ended questions about which sound system he wants.

Question

Quizplus · Accepted Answer

The best choice would be to ask the customer to bring the computer in to ensure that the upgrade won't be affected by any current issues. This would address the root problem of no sound coming out of the computer and ensure that the customer gets a system that works properly. Additionally, Elizabeth could offer to help the customer search for his car keys as a gesture of goodwill. Showing empathy and continuing to ask open-ended questions is also important in providing good customer service. Option B is inappropriate as it is dismissive and sexist, and option D is confrontational and unhelpful. Option A is a kind gesture, but does not address the underlying issues.

Elizabeth, the Eager Computer Design Technician, Is Trying to Help