How should a technician respond to a customer who is frustrated due to poor past service but has a simple solution for a technical problem?

Confirming the issues and providing clear instructions is the most effective response in this scenario because it directly addresses the customer's frustration while also offering a practical solution to their technical problem. Acknowledging their past negative experiences demonstrates empathy and helps rebuild trust.

Providing clear instructions not only guides the customer towards resolving their current issue but also empowers them, showing that their concerns are being taken seriously. This approach focuses on the customer's immediate needs and promotes a positive interaction, which can help improve their overall impression of the service.

Listening without responding, while sometimes beneficial, does not proactively solve the issue or provide the customer with the assistance they are seeking. Blaming the previous technician could escalate the frustration and create a perception of unprofessionalism. Redirecting the customer to another service might leave them feeling undervalued and unsupported, highlighting deficiencies in the current service rather than resolving their issue. Thus, confirming the problems and providing a straightforward solution is the most beneficial approach for both the technician and the customer.