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220-1102 Practice Question: A technician receives an angry email from a user…
A technician receives an angry email from a user claiming that the technician's previous fix made their computer worse. The technician knows the fix was correct. Which response is MOST professional?
⚠ Common exam trap
CompTIA often tests the candidate's ability to prioritize emotional intelligence and de-escalation over technical accuracy, trapping those who think proving the fix was right (Option A) is the most professional response, when in fact it ignores the user's perspective and can damage the customer relationship.
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
✓
Apologize for the inconvenience and schedule a time to revisit the issue.
The most professional response in this scenario is to de-escalate the situation by acknowledging the user's frustration and offering to re-engage on the issue. Even if the technician's fix was technically correct, the user's perception of a problem is a valid concern that must be addressed to maintain trust and service quality. Scheduling a follow-up allows the technician to re-evaluate the system, verify that no other changes have affected the computer, and provide reassurance, which aligns with ITIL best practices for incident management and customer service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reply with a detailed technical explanation proving the fix was right.
Why it's wrong here
While technically accurate, providing a detailed technical explanation directly refutes the user's perception of the issue, which can be perceived as condescending or dismissive. This approach fails to address the user's emotional state or their actual experience, potentially escalating the conflict and damaging the technician-user relationship. Effective troubleshooting requires acknowledging the user's perspective first, even if the initial fix was technically sound.
- ✗
Ignore the email to avoid an argument.
Why it's wrong here
Ignoring an angry email is highly unprofessional and detrimental to customer service and IT support protocols. This action leaves the user's complaint unaddressed, allowing the issue to fester and potentially escalate further, while also eroding trust in the IT department's responsiveness and commitment to problem resolution. It violates the principle of timely communication and problem ownership expected from a support technician.
- ✓
Apologize for the inconvenience and schedule a time to revisit the issue.
Why this is correct
Apologizing for the inconvenience, even if the technician believes the initial fix was correct, is a crucial de-escalation technique that validates the user's frustration without admitting fault. Scheduling a follow-up demonstrates a commitment to resolving the user's perceived problem and provides an opportunity for further diagnosis, ensuring the user feels heard and supported. This approach prioritizes customer satisfaction and effective problem management over immediate technical vindication.
- ✗
Forward the email to the user's manager to complain about the user's tone.
Why it's wrong here
Forwarding a user's complaint to their manager, especially to complain about their tone, is an unprofessional and counterproductive action. This bypasses proper communication channels, unnecessarily escalates the situation to management, and violates the technician's responsibility to handle user interactions directly and discreetly. Such an action damages inter-departmental relationships and reflects poorly on the technician's ability to manage difficult customer service scenarios independently.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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