Question

As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing."

Answer 1

The final part of the question is missing. The missing fragment is as follows:

Which of the following professionalism principles is the technician failing to follow?

• Maintain a positive attitude.
• Avoid being judgmental
• Avoid an argument with the customer
• Avoid dismissing customer problems

Answer:  Avoid dismissing customer problems.

The technician is probably an expert in the field, he might know that the issue is not a big deal and easily solvable, however, a good technician would never dismiss his customer issues and there are several reasons.

The customer could feel ashamed or might get offended. Also, the customer is paying for a service and he expects to receive a high-quality one.

Even if the issue was not a big deal, after all, it was greatly delaying the customer's work, therefore, it was important and you should treat it as such.