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220-1102 Practice Question: A technician is on a support call with a user who…
A technician is on a support call with a user who has a strong accent and is speaking quickly. The technician is having difficulty understanding the issue. What is the most professional way to handle this?
⚠ Common exam trap
CompTIA often tests the candidate's ability to prioritize professional communication over technical shortcuts, and the trap here is that candidates may choose Option C (transfer the call) thinking it is efficient, but it actually violates the principle of taking ownership of the customer's issue.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Ask the user to speak more slowly and repeat the problem, apologizing for the difficulty.
It demonstrates active listening and professional courtesy by politely asking the user to slow down and repeat the issue. This approach maintains rapport, ensures accurate information gathering, and avoids misdiagnosis that could lead to wasted time or incorrect troubleshooting steps. In a support context, clear communication is essential for identifying the root cause and applying the correct fix.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Pretend to understand and hope the issue becomes clear during troubleshooting.
Why it's wrong here
Pretending to understand a user's problem, especially when communication is difficult due to an accent, is counterproductive and unprofessional. This approach often leads to misdiagnosis, incorrect troubleshooting steps, and prolonged resolution times, frustrating both the technician and the user. Effective technical support relies on accurately identifying the root cause, which is impossible without a clear, shared understanding of the reported symptoms and user context.
- ✓
Ask the user to speak more slowly and repeat the problem, apologizing for the difficulty.
Why this is correct
This is the most professional and effective approach for a technician. By politely asking the user to slow down and repeat, the technician demonstrates active listening and a genuine commitment to understanding the issue, fostering a positive customer experience. Apologizing for the difficulty, even if it's a communication barrier, shows empathy and helps de-escalate potential frustration, paving the way for accurate problem identification and resolution.
- ✗
Transfer the call to a different technician who might understand the accent better.
Why it's wrong here
Immediately transferring a call without attempting to resolve the communication barrier can be perceived as avoidance and poor customer service. While a transfer might eventually be necessary if all communication strategies fail, the initial responsibility lies with the current technician to employ communication techniques to understand the user's problem. Premature transfers can also increase call handling times and negatively impact departmental efficiency metrics.
- ✗
Tell the user that their accent is hard to understand and ask them to email the problem instead.
Why it's wrong here
Directly telling a user their accent is difficult to understand and immediately shifting to email is highly unprofessional and disrespectful. This approach can easily be perceived as discriminatory, damaging the organization's reputation and potentially leading to formal complaints. Effective technical support requires tact, patience, and a commitment to accommodating diverse communication styles, not dismissing them outright.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1202 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1202 exam.