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220-601 - CompTIA A+ Essentials Certification Exam (2006)
The help desk technician receives a call from an irate user who is using profanity and yelling at the technician. To BEST defuse the situation, the technician should:
Hang up and let the caller calm down for a while.
Speak louder and use profanity to mimic the users tone.
Converse with the user in a soft voice and low tone.
Place the caller back in the queue and answer another call.
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