A customer calls the help desk to report issues with internet connectivity.

The correct answer is C. Listen to the customer’s concerns and acknowledge their frustrations, because effective communication and empathy are critical components of professional help desk interactions—especially when customers are upset.

According to the Quentin Docter – CompTIA A+ Complete Study Guide, technicians should always demonstrate active listening, empathy, and professionalism. Acknowledging a user’s frustration helps de-escalate tense situations and builds trust.

The Travis Everett & Andrew Hutz – All-in-One Exam Guide emphasizes that users who feel unheard are less cooperative and more dissatisfied. Before troubleshooting or escalation, technicians should validate the customer’s experience and reassure them that the issue will be addressed.

The Mike Meyers / Mark Soper Lab Manual reinforces that blaming previous technicians or immediately escalating without communication can worsen the situation. Asking technical questions too early may come across as dismissive.

Because the goal is to communicate professionally and effectively, the technician should first listen and acknowledge the user’s frustration, making C the correct answer.