Which of the following should a technician avoid when dealing with a difficult customer? (Select
TWO).

A.
Listening actively.

B.
Beginning active problem solving.

C.
Downplaying the extent of a customer’s problem and begin solving the problem.

D.
Restating the customer’s problem and gaining agreement.

E.
Placing the customer on hold and notifying a supervisor.

F.
Letting the customer talk about the frustrations.