CompTIA Updated 220-1102 Exam Questions and Answers by eleri

The best way to deal with an angry customer who is yelling at a technician is to wait until the customer is done speaking and offer assistance. This shows respect, empathy, and professionalism, and allows the technician to understand the customer’s problem and find a solution. According to the CompTIA A+ Core 2 (220-1102) Certification Study Guide1, some of the steps to handle angry customers are:

• Stay calm and do not take it personally.
• Listen actively and acknowledge the customer’s feelings.
• Apologize sincerely and offer to help.
• Restate the customer’s issue and ask for clarification if needed.
• Explain the possible causes and solutions for the problem.
• Provide clear and realistic expectations for the resolution.
• Follow up with the customer until the issue is resolved.

The other options are not appropriate ways to deal with angry customers, as they may worsen the situation or damage the customer relationship. Placing the customer on hold may make them feel ignored or dismissed. Disconnecting the call may make them feel disrespected or abandoned. Escalating the issue to a supervisor may make them feel frustrated or powerless, unless the technician cannot resolve the issue or the customer requests to speak to a supervisor.

References:

• CompTIA A+ Certification Exam Core 2 Objectives2
• CompTIA A+ Core 2 (220-1102) Certification Study Guide1
• How To Deal with Angry Customers (With Examples and Tips)3
• 17 ways to deal with angry customers: Templates and examples4
• Six Ways to Handle Angry Customers5

One of the common reasons for a slow smartphone performance is having too many apps installed and running in the background. These apps consume the device’s memory (RAM) and CPU resources, which can affect the speed and responsiveness of the phone. Rebooting the phone can temporarily clear the RAM and stop some background processes, but they may resume after a while. Connecting to a different network does not affect the performance of the phone, unless the network is congested or has a poor signal. The user can improve the phone’s performance by uninstalling unused apps, clearing app caches, and restricting background activities12. Malware can also slow down a phone, but it is not the most likely cause in this scenario, as the user does not report any other symptoms of infection, such as pop-ups, battery drain, or data usage spikes3. Jailbreaking a phone can also affect its performance, but it is not a cause, rather a consequence, of the user’s actions. Jailbreaking is the process of removing the manufacturer’s restrictions on a phone, which allows the user to install unauthorized apps, customize the system, and access root privileges4. However, jailbreaking also exposes the phone to security risks, voids the warranty, and may cause instability or compatibility issues5.

References1: Speed up a slow Android device - Android Help - Google Help2: Why your phone slows down over time and what you can do to stop it | TechRadar3: How to tell if your phone has a virus | Norton4: What is Jailbreaking? - Definition from Techopedia5: What is Jailbreaking an iPhone? – Lifewire

WPA2 is the only protocol among the options that supports fast roaming between networks. Fast roaming, also known as IEEE 802.11r or Fast BSS Transition (FT), enables a client device to roam quickly in environments implementing WPA2 Enterprise security, by ensuring that the client device does not need to re-authenticate to the RADIUS server every time it roams from one access point to another1. WEP, WPA, LEAP, and PEAP do not support fast roaming and require the client device to perform the full authentication process every time it roams, which can cause delays and interruptions in the network service.

References:

• The Official CompTIA A+ Core 2 Study Guide2, page 263.
• WiFi Fast Roaming, Simplified3

The most likely causes of the user’s Windows computer performance degradation and freezing are insufficient RAM and excessive software running in the background. Therefore, the technician should do the following to resolve the issue:

• Increase the RAM. RAM is the memory that the computer uses to store and run applications and processes. If the RAM is not enough to handle the workload, the computer will use the hard drive as a virtual memory, which is much slower and can cause performance issues. Increasing the RAM will allow the computer to run more applications and processes smoothly and avoid freezing. The technician should check the system requirements of the applications that the user needs to run, and install additional RAM modules that are compatible with the motherboard and the existing RAM. The technician should also make sure that the system is managing the page file size automatically, or adjust it manually to optimize the virtual memory usage12.
• Uninstall unnecessary software. Software that the user does not need or use can take up valuable disk space and system resources, and can interfere with the performance of other applications. Some software may also run in the background or start automatically when the computer boots up, which can slow down the system and cause freezing. The technician should help the user to identify and uninstall unnecessary software from the control panel or the settings app, and disable unnecessary startup programs from the task manager or the system configuration tool. The technician should also check for and remove viruses and malware that may affect the system performance134.

References:

1: Tips to improve PC performance in Windows - Microsoft Support1 2: How to Upgrade or Install RAM on Your Windows PC - Lifewire5 3: How to Uninstall Programs on Windows 10 - PCMag6 4: How to Fix a Windows Computer that Hangs or Freezes - wikiHow