Question: Question 9 / 1 5 A customer calls because her internet isn't working. CUSTOMER: Someone needs to come fix my internet immediately! I need it

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9 / 15

A customer calls because her internet isn't working.

CUSTOMER: Someone needs to come fix my internet immediately! I need it to be able to work from home!

REPRESENTATIVE: Please calm down, ma'am. An immediate fix isn't really possible. There's an outage in your area, so you'll just have to wait until it comes back'on.

What, if anything, should the representative have said instead?

Reassured her that her service would be back up and running soon

Apologized and offered to check the timeframe for the anticipated fix

Encouraged her to access the internet elsewhere until hers was fixed

Apologized and explained that outages are very common occurrences

Nothing; the representative's response was appropriate

Question 9/15 A customer calls because her internet isn't working. CUSTOMER:

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