You installed a new home theater PC system in a client's home last week. Today a lightning strike fried the system. Your client loudly and repeatedly tells you that the system is brand new, so you must have made a mistake when you installed the system. How to you initially respond?
A) Remind the customer that you recommended the customer buy a surge protector to protect the system. However, the customer did not want the additional cost.
B) Empathize with the customer, but after listening assert that the job was completed properly and the customer signed the authorization paperwork.
C) Show sympathy and apologize often throughout the tirade to defuse the customer's anger.
D) Ask questions about the incident, but stand up for yourself by telling the customer that you are not responsible for "Acts of God."
E) Show sympathy for the incident, but point out that electrical devices should not be operated during lightning storms.

Question

Quizplus · Accepted Answer

Empathizing with the customer is important to show that you understand their frustration, but it is also important to stand by the work that was completed and remind them that they signed off on the authorization paperwork. This maintains professionalism and accountability while addressing the customer's concerns.

You Installed a New Home Theater PC System in a Client's