Another technician from your company made a repair call last week to correct a problem at a local business.
You have been dispatched to correct what appears to be the same problem. What should you do on arrival?
a. Blame it on the other technician and tell the customer that you have had to correct his work in the
past.
b. Tell the customer it is a different problem and they will have to pay to have it fixed.
c. Suggest that the customer replace the equipment to avoid problems in the future.
d. Acknowledge the customer's concerns and apologize. Let them know you will get to the bottom of it.
Question 2
You are having some personal problems and the customer seems like a sympathetic listener. You should
_____.
a. find an opportunity to bring up the problems and ask for the customer's advice
b. stay focused on the job and avoid discussing your problems with the customer
c. bring up the problem, but pretend it is happening to someone else
d. show through your attitude that you are in a bad mood and hope the customer will ask why
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Problem