Practice Quiz

CompTIA A+ 220-1001/1002 Practice Test

Category - Operational Procedures

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You are a customer support representative working with a DSL service provider. A customer calls in reporting a problem with his DSL connection. He fails to verify his credentials, even though this verification is a mandatory process without which a customer is not eligible for any support from your end. The customer repeatedly requests that you assist him. What should you do?
  1. Politely tell the customer that none of the support staff will be able to assist him if he is not able to verify his credentials. Ask him to call back after reconfirming his credentials.
  2. Disconnect the call.
  3. Raise your voice and deny any support from your end.
  4. Ask the customer to hold the line while you transfer the call to your manager.
Explanation
Answer: A - Politely tell the customer that none of the support staff will be able to assist him if he is not able to verify his credentials. Ask him to call back after reconfirming his credentials.

Key Takeaway:
Verifying credentials is a crucial part of the user authentication process followed by most customer service units. This ensures that a customer’s account is not mishandled and his privacy is not invaded. If the customer fails to prove his identity on a support call, do not disconnect the call, raise your voice, or transfer the call to your manager. These actions give the impression that that your company rules can be bent. Educate the customer about the importance of the verification process to maintain the integrity of his account. Ask him to reconfirm his credentials and call back to get any support from your end.
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