Question: Hello, I ' m following up on case 8 6 7 5 3 0 9 . Jerry Tarkenton Great, thanks. Can you point out where

Hello, I'm following up on case 8675309.
Jerry Tarkenton
Great, thanks. Can you point out where we went wrong?
Task
How do you respond to Jerry? Select two components that would comprise an effective response.
Explain that mistakes happen all the time but you will try to correct the issue.
Suggest it might have been an issue on the customer's end but can be fixed.
Tell the customer you are not sure what the problem was.
Give the customer the links to public documentation that relates to their infrastructure.
Focus on fixing the issue and do not place blame to avoid upsetting the customer.
Review with the customer the steps for how to fix the issue.
Explain that the other engineer working on the case gave incorrect information.

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